Director, Customer Success

Today, people want to watch and listen, not read - both at home and at work. Video has been proven to drive higher engagement and retention vs text - yet it has been complex and challenging to scale. As a result, companies struggle with a forced tradeoff, sacrificing either:

• time and money with traditional video, or
• engagement with text-based docs and presentations.

Until now…

Meet SynthesiaWe'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 ($1B valuation) status. 18 months later, we doubled our valuation. In February 2024, G2 named us as the fastest growing company in the world. We’ve raised over $300M+ in funding from top-tier investors, including Accel, Nvidia, Kleiner Perkins, Google and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

About The Role...

Reporting to the SVP of Customer Success, your key focus in this role will be to build and manage a world class team. You will directly manage and coach a team of CSMs, responsible for the largest accounts.

You are capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite. Ideal for an individual who wants to expand their career with a fast-growing software company.

What you’ll be doing…

• Establish a trusted advisor relationship with our clients, driving value from Synthesia products and services; Empower customers to achieve their goals and challenges with solutions in our platform while increasing usage and adoption.
• Own the success of customers, including product adoption, value tracking and retention
• Operational account planning, including account segmentation and capacity planning;
• Recruit and retain a high performing team;
• Coach, mentor and guide the team in developing consultative and solution-based account skills
• Identify key success metrics and implement reporting to track performance;
• Collaborate with peers within CS, building right sized frameworks and efficient processes that work for Synthesia’s customers
• Liaise with the Product team to provide feedback and influence improvements of our product;
• Retention and growth of our enterprise clients;
• Ensure ROI and value is understood by clients, proactively looking for risks and opportunities.
• The ability to build and make the business case for CS investments - with a bias towards action.

We’d love to hear from you if you have…

• Experience building a customer success organization in a high growth environment, ideally a B2B SaaS startup / scale up / PLG;
• Experience hiring and managing a team;
• A track record in managing risk, forecasting, and identifying growth opportunities;
• Skilled in navigating cross-functional relationships within a high-growth SaaS environment;
• Experience with tools like Salesforce, Gong and Churnzero
• Excellent written and verbal communication skills;
• Strong sense of ownership and eagerness to build and define the customer success function;

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 our 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 D 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.