Why This Job is Featured on The SaaS Jobs
Enterprise Customer Success roles remain a key leverage point in modern B2B SaaS, especially where product adoption and measurable outcomes drive renewals. This position sits in that enterprise segment, supporting customers using an AI video platform, which typically involves navigating multiple stakeholders and translating product capabilities into business workflows over time. The London base with remote flexibility also reflects how many SaaS teams balance proximity to major accounts with distributed collaboration.
For a SaaS career, the role offers durable exposure to the mechanics of retention and expansion in subscription businesses. Managing a book of business with clear KPIs builds fluency in forecasting, risk identification, and value articulation, all core to how SaaS companies operate post-sale. Close coordination with Sales and an emphasis on onboarding strengthens cross-functional instincts that transfer well across Customer Success, Account Management, and Revenue Operations paths.
This role is best suited to professionals who enjoy structured account ownership and consistent customer cadence, from onboarding through ongoing health checks. It will fit someone comfortable switching between business-level conversations and practical product guidance, and who prefers work that blends relationship depth with operational rigor.
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.
About the role
Reporting to the Customer Success Team Lead - 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 and can be in the office 3 days a week.
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 competitive salary + stock options in our fast-growing Series E 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.
