Manager, Scaled Customer Success - New York

About the role

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 all customer segments (Strategic, Enterprise, MidMarket, and Emerging).

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.

Requirements

• 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 emerging, mid-market and Enterprise 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
• Tech-savvy — 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

Qualifications

You can read more about this in this public Notion page

Benefits

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 startup
• Hybrid working environment for NY based employees
• 100% Medical, Dental & Vision
• 401k Plan + company match
• Paid parental leave
• 25 days of annual leave + Public holidays + paid sick leave
• A fun culture with regular socials
• A generous referral scheme
• A brand new computer + monitor

Pay

$175,000+ OTE. The final compensation package will be determined based on experience and qualifications.

Schedule

Hybrid: New York City - Nomad District