Strategic Customer Success Manager

Synthesia is hiring a Strategic Customer Success Manager for a remote role open to applicants in United States. It pays $180k a year and Level rates it ; you can apply on Level.

AI in this role

Manage strategic customer accounts and drive user adoption for an enterprise AI video platform.

customer-successb2b-saasaccount-managemententerprise-software

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

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 ~30 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

Remote USA - Central time-zone preferred

Hybrid - Austin, Texas

Compensation OTE: $180,000+ on-target-earning (base+variable). The final compensation package will be determined based on your experience, qualifications, and location.

How we rate this

Strategic Customer Success Manager at Synthesia rates 65 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.

Classification

Works on AI. The daily work is on AI products, without building the model.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Key facts

Strategic Customer Success Manager is an open job at Synthesia.
Level rates this role AI Level 3 of 4: Works on AI.
The listed salary is $180k a year.
The role is based in Austin and is marked remote.
The job was posted on October 14, 2026.
Seniority: mid.
Applications are handled by Synthesia. Apply on Synthesia

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Customer SuccessB2b SaasAccount ManagementEnterprise Software

Also common in customer service jobs at this level

AI agents LLM Generative AI AWS SQL Python

Pay

This job starts at: $180k
Typical customer service job: $106k

This posting starts 70% above the typical customer service job. See customer service jobs

Questions you could be asked

Tell me about a project where customer success was part of your work. What did you do?
Tell me about a project where b2b saas was part of your work. What did you do?
Tell me about a project where account management was part of your work. What did you do?
Tell me about a project where enterprise software was part of your work. What did you do?
Describe a typical day in a role like this one: which parts run through AI directly?

Adapt your resume

List these exact terms on your resume: Customer Success, B2b Saas, Account Management, and Enterprise Software. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.

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