Why This Job is Featured on The SaaS Jobs
Strategic Customer Success roles are increasingly central in SaaS as vendors move beyond initial adoption and focus on measurable outcomes, renewals, and expansion. This listing stands out because it sits in an AI-driven product category where customers often need guidance translating capability into repeatable business workflows, particularly in larger organizations with multiple stakeholders and approval paths.
From a SaaS career perspective, the remit signals exposure to the full post-sale commercial loop: discovery, value realization, utilization signals, risk management, and renewal ownership. That combination is durable across B2B SaaS because it builds fluency in retention mechanics, account planning, and executive-level governance rhythms like QBRs—skills that transfer across verticals and product types. The emphasis on communicating ROI also aligns with how modern SaaS teams connect product usage to business cases, not just relationship management.
This role is best suited to a CSM who prefers structured stakeholder engagement and enjoys operating as a consultative partner rather than a reactive support layer. It will likely appeal to professionals comfortable balancing data-driven health monitoring with executive conversations, and to those who want a strategic account scope where outcomes are defined in adoption and renewal milestones.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
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 into the Head of Customer Success, the ideal candidate will be customer–centric and passionate about building strong customer relationships while delivering value to ensure happy customers.
Build and nurture strong relationships with key stakeholders to drive retention and growth
Conduct discovery with customers to understand business objectives and uncover new use cases
Establish and maintain a trusted advisor relationship with customers, ensuring that customers are realizing value out of their investment in Synthesia
Act as a subject matter expert for the practical application of Synthesia within enterprises and take a consultative approach in implementing video content into their workflows
Monitor utilization and deploy strategies to increase user engagement, adoption and satisfaction
Lead Quarterly Business Reviews with senior stakeholders in attendance that deliver clear outcomes
Ensure ROI and value is communicated and understood by the customer
Proactively monitor customer health, including potential risks to renewals and expansion opportunities
Own commercial conversations and all aspects of the renewal process
Collaborate with internal teams to ensure seamless onboarding, support, and resolution of customer issues
About you...
Customer-facing experience in Customer Success Management, Account Management, Technical Account Management or similar ideally in B2B SaaS space
Experience managing a book of business of up to 35 strategic accounts from onboarding through renewal
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
At Synthesia we expect everyone to...
Put the Customer First
Own it & Go Direct
Be Fast & Experimental
Make the Journey Fun
The good stuff...
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 D start-up.
Paid parental leave
25 days of annual leave + public holidays + paid sick leave
100% Medical, Dental & Vision
401k Plan
A generous referral scheme
Fun culture with regular socials
A brand new computer + monitor
Remote USA - Central or Eastern standard time preferred
Salary: $160,000 - $180,000 OTE. The final compensation package will be determined based on your experience, qualifications, and location.
