Senior Customer Success Manager - London

Senior Customer Success Manager - London

London

Welcome to the video-first world!

From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read - both at home and at work. If you're reading this and nodding, check out our brand video.

Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale-until now .

Meet Synthesia

We're on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it's for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We're trusted by leading brands such as Heineken, Zoom, Xerox, McDonald's, and more. Read stories from happy customers, what 1,200+ people say on G2, and our recognition as one of the "Top Startups to Bet Your Career On" in 2025!

In 2023, we became one of 7 European companies to reach unicorn status. In February 2024, G2 named us the fastest-growing company in the world. In 2025, we announced our Series D funding, raising over $330M from top-tier investors including NEA, Atlassian Ventures, WiL, PSP Growth, and existing investors such as Accel, Nvidia, Kleiner Perkins, GV, and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

The role

• Reporting to the Head of Customer Success and focusing on accounts in UK/EMEA - you are energetic, driven, and deeply care about our customers' success.
• As a Customer Success Manager, you will drive Synthesia's growth by building strong relationships with clients and turning them into satisfied users.
• You will help educate clients on a new way to create video content and work closely with sales to ensure a seamless onboarding experience for new users.
• You are capable of engaging in both business-level and technical conversations at various organizational levels, including the C-suite.
• This role is ideal for someone looking to expand their career within a fast-growing software company.

About you

• Customer-facing experience in Customer Success Management, Client Service, Account Management, Technical Account Management, Implementation, or similar, ideally in B2B SaaS.
• Experience managing a Book of Business with KPIs.
• A proven track record in managing risk, forecasting, and identifying growth opportunities.
• Ability to establish trusted advisor relationships with clients, driving value from Synthesia's products and services.
• Successful onboarding of new clients and building key relationships during the critical initial months and beyond.
• Leading regular client check-ins with clear outcomes on client health and opportunities, involving senior stakeholders.
• Basic video editing using the Synthesia platform.
• Focus on retention and growth of enterprise clients.
• Ensuring clients understand ROI and value, proactively identifying risks and opportunities.
• You are based in London and can work a hybrid schedule, 2 days per week in the office.

At Synthesia, we expect everyone to

• Put the Customer First
• Own it & Go Direct
• Make the Journey Fun

You can read more about this in our public Notion page.

The good stuff

In addition to being part of a great team and working in a fun, innovative environment, we offer

• A hybrid work setting at our London office in Regent's Place.
• A competitive salary plus stock options in our fast-growing Series D startup.
• Paid parental leave: 16 weeks for primary caregivers, 5 weeks for secondary caregivers, all at full pay.
• 25 days of annual leave plus public holidays.
• Cycle to work scheme (London).
• Private Medical Insurance, including mental health support, dental, vision, cashback, and gym discounts (UK).
• Pension contributions or salary sacrifice options.
• Work-from-home setup support.
• Significant career growth opportunities as you help shape a market-defining product.

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