Synthesia Ltd.

Title: Manager, Scaled Customer Success - New York Location: New York City, NY US Department: Commercial Employment Type: Full time Location Type: Hybrid 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: As the Manager of Scaled Customer Success at Synthesia, you’ll lead a high-performing team of CSMs, collectively managing a book of business $22M+ in ARR across all customer segments (Strategic, Enterprise, MidMarket, and Emerging). This role is at the intersection of people leadership, digital program innovation, and commercial accountability. You’ll be the architect of scalable, data-driven engagement programs that drive product adoption, elevate customer health, and protect and grow revenue at scale. You’ll bring a builder's mindset: able to identify what needs to be created, frame it clearly, and partner with Product and RevOps to bring it to life quickly. - Lead, coach, and develop a team of 6+ Scaled CSMs across the U.S. and U.K., each managing a high-volume book ranging from 100-400 accounts - Own the strategy and execution of digital customer success programs designed to drive engagement, product adoption, and retention across the emerging and mid-market segments - Partner with Product, RevOps, and Customer Enablement to design, test, and iterate on automated and tech-touch engagement solutions - Champion a data-driven, hypothesis-testing culture — using signals and insights to continuously evolve your programs based on what's working - Support and coach your team through renewal and expansion conversations, ensuring commercial confidence and consistency across the book - Manage and report on key retention metrics, renewal forecasting, and customer health across a $22M+ ARR portfolio - Serve as a key stakeholder and voice for the scaled segment internally, influencing tooling, process, and product roadmap decisions About you: - 5+ years of Customer Success or Account Management experience within a SaaS organization, with at least 2 years in a people management or team lead capacity - Proven track record leading scaled or digital CS motions, managing high-volume books of business across emerging, mid-market and Enterprise segments. - Hands-on experience with Customer Success Platforms — Planhat strongly preferred; Gainsight, Vitally, or ChurnZero - Familiarity with AI and automation tools and a genuine interest in applying them to improve customer engagement at scale - Technically curious — comfortable constructing basic programs and automations, and skilled at identifying opportunities, scoping requirements, and managing cross-functional stakeholders to drive rapid deployment of more complex solutions - Commercially sharp — able to guide your team through renewal negotiations and expansion conversations with confidence and empathy - A natural experimenter: you love forming hypotheses, testing them, and letting data drive your decisions - Strong communicator and influencer across internal functions — you know how to align Product, RevOps, and Enablement teams around a shared vision - History of thriving in fast-moving, high-growth environments where the roadmap is still being written At Synthesia we expect everyone to... - Put the Customer First - Own it & Go Direct - Be Fast & Experimental You can read more about this in this public Notion page 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 startup - Hybrid working environment for NY based employees - 100% Medical, Dental & Vision - 401k Plan + company match - Paid parental leave - 25 days of annual leave + Public holidays + paid sick leave - Fun culture with regular socials - A generous referral scheme - A brand new computer + monitor Compensation: $175,000+ OTE. The final compensation package will be determined based on experience and qualifications. Location: Hybrid: New York City - Nomad District

• Shape our roadmap to create new model capabilities and unlock new functionality for our customer base, on both short and long time horizons. • Propose novel multi-modal system architectures (especially text and voice). • Develop and evaluate streaming and conversational systems for low-latency, interactive voice-video synthesis. • Design solutions that reinforce emotional expressiveness and natural interaction. • Implement and bring designs to life, from pretraining through post-training. • Ship models to production with optimised runtime to serve customers, and address their feedback thereafter.

• Build, scale and evolve our design system: the component library, design tokens, and documentation that give product teams a consistent, accessible foundation to build on. • Extend our design system for AI-assisted development so AI coding tools and agents can use our components, tokens and guidelines as easily as people can, with Storybook as the backbone and machine-readable interfaces (e.g. MCP) layered on top. • Design component APIs that resist misuse, so AI and human developers alike can build with confidence. • Write high-quality, performant frontend code (React/TypeScript) and raise the bar for component craft and consistency across the engineering org. • Partner closely with design, product and engineering to define components together and take them all the way to something that holds up in production. • Make our components accessible by default, meeting WCAG 2.2 AA, and work closely with our Accessibility engineer to bake in best practices from the start. • Own the developer experience of the design system: clear documentation, guidelines, Storybook, sensible component APIs, versioning and smooth migration paths that make adoption easy for both human and AI consumers. • Implement and maintain theming, white labelling, and localization/RTL support so the system works for a global audience. • Continuously improve the system based on adoption metrics, contributor feedback and new platform capabilities. • Shape the technical direction of the design system over the next 6–12 months, championing its adoption across teams.

• Design and improve the platform systems that support model training, evaluation, and production serving. • Build infrastructure and tooling that make ML workloads more reliable, scalable, and cost-efficient. • Develop internal tools and workflows that are easy to operate both by humans and by agents. • Work on the architecture behind how models are deployed, served, and operated across research and product environments. • Improve how we schedule, monitor, and debug workloads running on GPUs and cloud infrastructure. • Develop internal tools and abstractions and agentic systems that reduce operational overhead for researchers and engineers. • Drive improvements across observability, automation, reliability, and developer experience. • Collaborate closely with researchers and product engineers to understand pain points and turn them into robust platform capabilities. • Contribute to technical direction and make pragmatic architectural tradeoffs as the platform grows.

• Own the end-to-end APAC field marketing strategy and execution plan, aligned to regional pipeline and revenue targets • Work closely with the APAC sales team and forge strong communication and processes between marketing and revenue teams • Identify, plan, and execute a mix of regional marketing initiatives including executive roundtables, VIP dinners, trade shows, owned events, partner activations, webinars, and targeted account-based campaigns • Develop localised messaging and content in partnership with the sales team, ensuring campaigns resonate with APAC buyers across key sub-regions • Continuously measure, manage, and appropriately adjust campaign effectiveness: lead generation performance, lead conversion ratios, and sales cycle conversions — tracking both sourced and influenced pipeline in partnership with Marketing Ops • Expand and adapt strategy based on learnings and analysis of sales and marketing data — both internally collected and available industry standards • Increase Synthesia's visibility and credibility across APAC through strategic event selection, thought leadership activations, and local storytelling • Build relationships with local agencies, venues, key industry communities, partner organisations, and associations across the region • Travel across the APAC region to attend and organise events. It's essential that you're open and willing to travel as and when required

• We're hiring a dedicated SRE to take real ownership of operational excellence across Cloud Infrastructure. • Your mission is to take genuine ownership of those domains, make them resilient to any single person, and raise the bar on how reliably we run. • You'll own domains end to end: understand them deeply, operate them well, and build the automation and tooling that make them boring. • take custody of the incident process: on-call quality, response, post-mortems, and driving down incident count, time-to-detect, and time-to-resolve. • automate low-frequency, high-consequence operations (the certificate-renewal class of problem), not just the high-frequency toil. • over time, deep ownership of a domain such as Temporal, observability, or Kubernetes operations, partnering with the engineers building in it. • own key external relationships and integrations (e.g. LLM API providers, third-party services), today managed manually and informally. • own cloud and platform cost visibility and efficiency, and the mechanics of how usage maps to billing.

• You will lead the infrastructure layer powering Synthesia's real-time video agents, building the platform that serves machine learning models at the critical path of agent interaction. • You will own the model serving infrastructure that enables 2-way agent communication, integrating multiple third-party model providers (currently OpenAI's Realtime API, exploring cascaded alternatives including STT + LLM + TTS stacks), and building the systems that ensure production reliability, low latency, and consistent quality across all agent outputs. • You will take ownership of the model infrastructure layer from idea through to production, working with loosely defined requirements to scope, prototype, and ship solutions that deliver real user impact across product teams building on top of your platform. • You will build across the stack, including: Backend infrastructure for model serving and orchestration, handling provider integrations, fallbacks, and load-shedding across multiple third-party APIs; Platform reliability systems ensuring 3-4 nines uptime, latency optimization, and graceful degradation; Tooling and monitoring to support product teams integrating agent capabilities into the studio and beyond; Evaluation frameworks for model quality, latency, and voice consistency across different providers and deployment scenarios. • You will frequently work on 0 to 1 problems, such as evaluating new model providers against current baselines, architecting the transition from third-party APIs to custom in-house model stacks, and ensuring the infrastructure can scale as agent products expand across Synthesia. • You will collaborate closely with product teams, R&D, and design to: Translate product requirements into infrastructure decisions and trade-offs; Evaluate feasibility and performance across different provider and architecture options; Support product teams with reliable, low-latency model access and clear integration patterns; Drive alignment on quality metrics and performance expectations across dependent teams. • You will own the evolution of this infrastructure as it scales from supporting current agent use cases to powering multiple product teams with potentially custom in-house models.

• Partner with Product, Engineering, and R&D teams across the entire product lifecycle to identify and address legal risks in areas including AI, IP, privacy, security, open source, and marketing. • Support commercialization efforts by advising Go-To-Market and Business Operations teams on product positioning, licensing models, and regulatory issues. • Monitor and interpret evolving laws related to AI, privacy, IP, and competition to ensure proactive compliance and business alignment. • Draft and maintain scalable processes, playbooks, and guidance to support consistent legal input across teams. • Assist in creation and management of privacy, security and AI governance frameworks and audits. • Operate independently and provide pragmatic, business-oriented legal advice that aligns with Synthesia’s risk appetite and goals.

• Lead, support, enable and grow the AppSec team — owning hiring, onboarding, performance, and career development for a team of Senior and Staff-level Security Engineers. Important to understand: we're not looking for someone to dictate the roadmap or daily activities of the team. What we need is someone to enable the team to do what needs doing and to give them the best possible environment to do it in. • Own the formalisation of AppSec strategy and roadmap, translating team input, business risk and engineering context into a clear, prioritised programme of work with measurable outcomes. • Be a credible technical partner to your team — able to engage substantively on threat models, security architecture, agentic tooling design, and risk decisions, and willing to get into the details when it matters. • Define and maintain the team's operating rhythm: OKRs, quarterly planning, cross-team coordination, and stakeholder communication up to leadership. • Act as a key interface between AppSec and the rest of the organisation and leadership — building relationships with business leadership, engineering leads, the Developer Platform team, Architecture Working Group, and partner functions like Legal and Moderation, to embed security into how Synthesia builds. • Participate in maintaining and evolving Synthesia's approach to AI-assisted development security, including how we secure our own use of agentic coding tools and how we assess the security of AI-generated code. • Own AppSec's relationship with the broader Security function, ensuring tight alignment between AppSec and other Infosec teams on shared risks, incidents, and cross-cutting initiatives. • Represent AppSec externally where relevant — with customers, auditors, and in the context of compliance programmes such as SOC2 and ISO42001.

• Drive execution and promote DS partnerships and deliverables: baseline audit, prioritise remediation, DS coverage, CI automation, and production monitoring. • Ship technical fixes and lead cross-team remediation efforts. • Partner with Design System, Product, Design, Legal, and External Audit provider to embed accessibility in workflows. • Educate specific team members to drive accessibility standards in their org. • Run user testing with assistive tech and integrate findings into product decisions. • Design and operate AI-assisted tooling to scale audits and remediation (with human-in-the-loop guardrails). • Consider the long-term direction of the team, ensuring development of engineering capabilities for upcoming challenges.