About this role.
This Strategic Customer Success Manager role owns the success, retention, and growth of enterprise Italian-speaking accounts across Europe. The manager will onboard customers, establish trusted-advisor relationships, run senior stakeholder check-ins, monitor account health, and identify risks and expansion opportunities. The position requires fluency in Italian and English, strong B2B SaaS customer-facing experience, and comfort holding both business and technical conversations with C-suite stakeholders. Close collaboration with sales is central to delivering a cohesive customer onboarding and value-realization experience. The role is remote-eligible for candidates based in Europe.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would first align on business objectives, success metrics, stakeholder roles, and the implementation plan. I would establish an adoption baseline, deliver role-specific enablement, schedule executive and operational check-ins, and document measurable milestones. By day 90, I would present progress, remaining risks, realized value, and a plan for broader adoption.
I combine quantitative signals, such as declining usage or missed milestones, with qualitative inputs from stakeholder conversations and support history. Once risk is identified, I validate the root cause, involve the appropriate internal teams, agree on a time-bound recovery plan with the customer, and monitor leading indicators until account health improves.
I tie platform activity to the customer's original business outcomes, such as reduced content-production time, faster training delivery, increased knowledge consistency, or improved campaign velocity. I use adoption data, customer examples, and agreed baseline comparisons to create an executive-ready value narrative with clear next-step recommendations.
I would ensure the opportunity is grounded in a validated customer need and measurable value rather than a sales target. I would share account context with sales, jointly plan the stakeholder conversation, and position additional capabilities as a solution to the customer's stated goals. Clear ownership and transparent communication keep the customer experience cohesive.
For technical users, I focus on workflows, implementation considerations, and practical enablement. For business leaders, I emphasize adoption, team productivity, and operational outcomes. For executive sponsors, I provide concise progress updates, strategic impact, risks, and decisions required, tailoring the discussion to their priorities.
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.
Welcome to the video first world!
From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read — both at home and at work. If you’re reading this and nodding, check out our brand video.
Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale—until now….
Meet Synthesia
We’re on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it’s for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We’re trusted by leading brands such as Heineken, Zoom, Xerox, McDonald’s and more. Read stories from happy customers and what 1,200+ people say on G2.
In 2023, we were one of 7 European companies to reach unicorn status. In February 2024, G2 named us as the fastest growing company in the world. We’ve raised over $150M in funding from top-tier investors, including Accel, Nvidia, Kleiner Perkins, Google and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.
Join the rocket ship while it’s taking off! 🚀
The role…
Reporting to the AVP of Customer Success and focusing on Italian accounts in Europe – you are energetic, driven, and care deeply about the success of our customers
As a Strategic 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 need to be fluent in Italian and English
You are based in Europe – can sit remote.
At Synthesia we expect everyone to…
Be an owner
Focus on outcomes over Inputs and Plans
Make the journey fun
Default to simple
You can read more about this in this public Notion page – https://synthesia.notion.site/How-we-work-at-Synthesia-f794caa72f8446efb6be22b551ce0fa2
The good stuff…
In addition to being a part of a great team, working in a fun and innovative environment, we offer…
📍 A hybrid setting
💸 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 and company retreats + and regular tasty lunches!
🏥 Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts.
👉 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.
If you want to be a part of building a legendary company, COME JOIN US! 😊
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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