Synthesia07/21/2026
Менеджер по масштабируемому Customer Success - Нью-Йорк
Salary not specified
MARKET
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Tech Lead / Team Lead · 166 jobs with disclosed pay
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Responsibilities
- 01Lead, 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
- 02Own the strategy and execution of digital customer success programs designed to drive engagement, product adoption, and retention across the emerging and mid-market segments
- 03Partner with Product, RevOps, and Customer Enablement to design, test, and iterate on automated and tech-touch engagement solutions
- 04Champion a data-driven, hypothesis-testing culture — using signals and insights to continuously evolve your programs based on what's working
- 05Support and coach your team through renewal and expansion conversations, ensuring commercial confidence and consistency across the book
- 06Manage and report on key retention metrics, renewal forecasting, and customer health across a $22M+ ARR portfolio
- 07Serve as a key stakeholder and voice for the scaled segment internally, influencing tooling, process, and product roadmap decisions
Requirements
- 015+ 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
- 02Proven track record leading scaled or digital CS motions, managing high-volume books of business across emerging, mid-market and Enterprise segments.
- 03Hands-on experience with Customer Success Platforms — Planhat strongly preferred; Gainsight, Vitally, or ChurnZero
- 04Familiarity with AI and automation tools and a genuine interest in applying them to improve customer engagement at scale
- 05Technically 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
- 06Commercially sharp — able to guide your team through renewal negotiations and expansion conversations with confidence and empathy
- 07A natural experimenter: you love forming hypotheses, testing them, and letting data drive your decisions
- 08Strong communicator and influencer across internal functions — you know how to align Product, RevOps, and Enablement teams around a shared vision
- 09History of thriving in fast-moving, high-growth environments where the roadmap is still being written
What we offer
- 01A competitive salary + stock options in our fast-growing Series E startup
- 02Hybrid working environment for NY based employees
- 03100% Medical, Dental & Vision
- 04401k Plan + company match
- 05Paid parental leave
- 0625 days of annual leave + Public holidays + paid sick leave
- 07Fun culture with regular socials
- 08A generous referral scheme
- 09A brand new computer + monitor
- 10Compensation: $175,000+ OTE. The final compensation package will be determined based on experience and qualifications.
- 11Location: Hybrid: New York City - Nomad District