Manager, Scaled Customer Success - London

Навыки

• Customer Success
• Решения на данных
• Datadog / New Relic
• GMV / MRR
• Лидерство
• Miro
• Переговоры

О компании и продукте

• As the Manager of Scaled Customer Success at Synthesia, you’ll lead a high-performing team of CSMs, collectively managing a book of business $22M+ in ARR across our emerging and mid-market customer segments.
• This role is at the intersection of people leadership, digital program innovation, and commercial accountability. You’ll be the architect of scalable, data-driven engagement programs that drive product adoption, elevate customer health, and protect and grow revenue at scale. You’ll bring a builder's mindset: able to identify what needs to be created, frame it clearly, and partner with Product and RevOps to bring it to life quickly.
• Lead, coach, and develop a team of 6+ Scaled CSMs across the U.S. and U.K., each managing a high-volume book of ~450 accounts
• Own the strategy and execution of digital customer success programs designed to drive engagement, product adoption, and retention across the emerging and mid-market segments

Требования

• 5+ years of Customer Success or Account Management experience within a SaaS organization, with at least 2 years in a people management or team lead capacity
• Proven track record leading scaled or digital CS motions, managing high-volume books of business across SMB, emerging, or mid-market segments
• Hands-on experience with Customer Success Platforms — Planhat strongly preferred
• Gainsight, Vitally, or ChurnZero
• Familiarity with AI and automation tools and a genuine interest in applying them to improve customer engagement at scale
• Technically curious — comfortable constructing basic programs and automations, and skilled at identifying opportunities, scoping requirements, and managing cross-functional stakeholders to drive rapid deployment of more complex solutions
• Commercially sharp — able to guide your team through renewal negotiations and expansion conversations with confidence and empathy
• A natural experimenter: you love forming hypotheses, testing them, and letting data drive your decisions
• Strong communicator and influencer across internal functions — you know how to align Product, RevOps, and Enablement teams around a shared vision
• History of thriving in fast-moving, high-growth environments where the roadmap is still being written
• At Synthesia we expect everyone to
• Put the Customer First
• Own it & Go Direct
• Be Fast & Experimental
• You can read more about this in this public Notion page https://synthesia.notion.site/How-we-work-at-Synthesia-f794caa72f8446efb6be22b551ce0fa2
• In addition to being a part of a great team, working in a fun and innovative environment, we offer
• A competitive salary + stock options in our fast-growing Series E start-up
• Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay
• 25 days of annual leave + public holidays in the country where you are based
• Cycle to work scheme (London)
• Regular socials
• A generous referral scheme
• Pension contribution/salary sacrifice
• Work from home set up

Условия

• Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts. (UK)

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