Strategic Customer Success Manager - London

Voice AI Space; London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A fast-growing software company in London is seeking a Customer Success Manager to drive the success of clients using their innovative AI video platform. You will focus on building relationships, educating users, and ensuring value is achieved from the products. Ideal candidates will have experience in customer service and a strong aptitude for business communication. The position allows for a hybrid work model and offers competitive compensation with benefits.

Benefits

Competitive salary + stock options

Paid parental leave

25 days of annual leave

Private Medical Insurance

Cycle to work scheme

Career growth opportunities

Qualifications

• Experience in Customer Success Management or similar ideally in B2B SaaS.
• Track record in managing risk, forecasting, and identifying growth opportunities.
• Ability to conduct business-level and technical conversations.

Responsibilities

• Drive growth by building relationships with clients and turning them into happy users.
• Educate clients on creating video content using our platform.
• Coordinate and lead regular client check-ins.

Skills

Customer-facing experience

Managing a Book of Business

Risk management

Video editing

Job description

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 being named as one of the "Top Startups to Bet Your Career On" in 2025!

In 2023, we were one of 7 European companies to reach unicorn status. In February 2024, G2 named us as the fastest growing company in the world. In 2025 we announced our series D funding. In total we’ve raised over $330M in funding 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 care deeply about the success of our customers
• As a Customer Success Manager, you will drive Synthesia’s future growth by building relationships with clients and turning them into happy users
• You will be helping educate clients on a totally new way to create video content, and work very closely with sales to create a cohesive onboarding experience for new users
• You are capable of engaging in business-level and technical conversations at multiple levels of the organisation, including the C-suite
• Ideal for an individual who wants to expand their career with 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 in managing a Book of Business along with KPIs
• A track record in managing risk, forecasting, and identifying growth opportunities
• Establishing a trusted advisor relationship with our clients, driving value from Synthesia products and services
• Successfully onboarding new clients and building key relationships in the first critical months and beyond
• Coordinating and leading regular client check-ins with clear outcomes on client health and opportunities with senior stakeholder attendance
• Light video editing using the Synthesia platform
• Retention and growth of our enterprise clients
• Ensuring ROI and value is understood by clients, proactively looking for risks and opportunities
• You are based in London or Europe

At Synthesia we expect everyone to...

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

You can read more about this in this public Notion page

The good stuff...

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

• A hybrid setting where you can work from our London office in Regents place.
• A competitive salary + stock options in our fast-growing Series D 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.
• Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts. (UK)
• A generous referral scheme.
• Pension contribution/salary sacrifice.
• Work from home set up.
• A huge opportunity for career growth as you’ll help shape a market-defining product.