Why This Job is Featured on The SaaS Jobs
This Solutions Consulting leadership role sits at a common inflection point in modern SaaS: translating a sophisticated product into credible, customer-specific outcomes. In an AI platform sold into enterprises, pre and post sale proof work often determines whether adoption becomes repeatable, so the remit around pilots and onboarding is especially central to how value is demonstrated and realized.
For a SaaS career, the work builds durable skills at the intersection of product, revenue, and delivery. Owning pilot design, onboarding methodology, and success metrics develops a practical understanding of how enterprise buying committees evaluate risk, how implementation choices affect time to value, and how feedback loops inform product direction. Those patterns transfer across B2B SaaS categories, particularly where expansion depends on activation and measurable outcomes rather than feature comparison.
The role best suits professionals who enjoy structured problem solving and stakeholder alignment, and who are comfortable moving between customer conversations and internal operating rhythms. It favors someone motivated by building repeatable approaches, using data to refine playbooks, and representing the customer perspective without losing sight of commercial 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
Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US.
As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.
Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.
Job Description
The Services Manager at Synthesia will spearhead our pilot projects and onboarding processes, ensuring that new clients are seamlessly integrated into our platform. This role is critical in helping customers leverage the full potential of Synthesia’s offerings through tailored onboarding experiences and strategically planned pilot projects. The Services Manager serves as a strategic link between Synthesia’s clients and our internal teams, advocating for client needs and driving exceptional service delivery.
Key Responsibilities:
Proof of Value: Design, implement, and oversee pilots to showcase the strategic value of Synthesia’s solutions, ensuring alignment with client expectations and business outcomes.
Customer Onboarding: Manage the comprehensive onboarding process, coordinating with cross-functional teams to ensure a smooth transition and optimal client experience.
Collaborative Team Leadership: Work closely with Sales, Customer Success, Product and other teams to align onboarding and pilot strategies with broader business goals.
Strategic Engagement: Develop and refine onboarding and pilot methodologies further to enhance client engagement and adoption. Use insights from client interactions to drive continuous improvement and innovation in service delivery.
Performance Metrics: Develop key performance indicators for the onboarding and pilot phases to monitor success and identify opportunities for improvement.
Feedback and Adaptation: Collect and analyze feedback to enhance service offerings and client satisfaction. Adjust strategies and processes based on feedback and business needs.
Qualifications:
Bachelor’s degree in Business, Management, Computer Science, or related field. Master’s degree or relevant certifications are advantageous.
Proven track record in managing services within a SaaS environment. Leadership experience with an ability to mentor and guide teams in a dynamic, fast-paced environment.
Strategic thinker with an ability to translate client needs into actionable plans to drive customer satisfaction and business growth. Experience in applying data-driven insights to improve content effectiveness.
Strong project management skills, with the ability to lead complex projects and meet deadlines. Experienced in CRM systems, preferably Salesforce, for tracking and analyzing client engagement data.
Exceptional interpersonal and communication skills, capable of engaging with clients and internal teams at all levels, using engaging multimedia content.
