Why This Job is Featured on The SaaS Jobs
This Scaled Customer Success Manager role stands out in SaaS because it reflects how mature, product-led platforms support large customer bases without relying solely on high-touch engagement. The focus on managing a portfolio of 100 plus accounts, forecasting renewals, and running 1 to many programs signals a customer lifecycle model built for scale, where retention is driven through segmentation, automation, and consistent renewal motion rather than bespoke account plans.
For a SaaS career, the work builds durable expertise in the mechanics of net revenue retention, including renewal risk management, commercial coordination, and data-informed prioritisation. Experience creating playbooks, email sequences, and office hours maps closely to how modern SaaS teams operationalise adoption at volume. The cross-functional elements with Finance, Legal, and Product also develop an understanding of how contracts, pricing, and roadmap influence customer outcomes over time.
The role fits professionals who prefer structured, process-oriented customer work and enjoy balancing commercial judgement with operational execution. It will suit someone comfortable moving between analytics, stakeholder conversations, and program design, and who wants to deepen capability in scaled customer success within an enterprise SaaS context.
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 and what 1,200+ people say on G2.
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.
About the role:
Manage a large portfolio of accounts (>100 accounts) and work with the commercial team to create a cohesive renewal experience for customers
Maintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risks
Actively engage with key decision-makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on-time commitments
Achieve customer goals and address concerns in short-term interactions
Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups
Contribute to the creation of scaled CS playbooks and email sequences to drive user activation
Follow the scaled CS practices and strategy for each customer based on data analysis and the customer's needs
Leverage tools, technology to deliver value and increase adoption of multiple accounts at once through 1:many programs, such as designing and launching email campaigns, creating new collateral, and hosting office hours
Use data to identify risk or opportunity and segment a large book of business
Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions
Represent the voice of the customer and influence the product development roadmap
Work closely with Finance and Legal teams to ensure all contracts are accurate
About you:
3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization
Solid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Gainsight, ChurnZero, Vitally etc.
Consistent track record of achieving personal and team goals
History of thriving in a rapidly-changing environment
Ability to grow business in a strategic manner, i.e. process oriented Experience managing a large volume of accounts
Background in scaled program management, or building playbooks and campaigns in sales or customer success platforms
Track record of prioritizing high volume accounts at different stages in the life cycle Strong negotiation skills
Salary: We're expecting to pay up to $150,000 OTE for this role, based on your experience and capabilities as evaluated during the interview process.
Hybrid: Must be willing to come in the office in NYC or Austin, TX.
Benefits:
🏝 PTO & Holiday Entitlement Policy
✈️ Work from Abroad
🤝 Team Meet ups & Company Socials
🏡 Work From Home Budget
💸 Referral Scheme
👶 Enhanced Parental Leave
