Head of Customer Success
Head of Customer Success
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Job Description
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 youre reading this and nodding check out ourbrand video.
Despite the clear preference for video communication and knowledge sharing in the business environment are still dominated by text largely because highquality video production remains complex and challenging to scale until now.
Meet Synthesia
Were on amission 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 highquality videos. Whether its 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. Were trusted by leading brands such as Heineken Zoom Xerox McDonalds and more. Readstories from happy customersand what1200 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. In 2025 we announced our series D funding. In total weve raised over $330M in funding from toptier investors including NEA Atlassian Ventures WiL PSP Growth and existing investors such as Accel Nvidia Kleiner Perkins GV and top founders and operators including Stripe Datadog Miro Webflow and Facebook.
About the role
Synthesia is seeking a Head of Customer Success to lead inspire and grow a worldclass team of Customer Success Managers and Renewal Managers. Youll be entrusted with a diverse range of accounts with the opportunity to introduce innovative frameworks proven playbooks and best practices that accelerate customer success and growth.
This role is perfect for someone who thrives in a fastpaced environment who has a passion for building and scaling highperforming teams and who is driven by the desire to leave a lasting impact. Youll work closely with crossfunctional teams driving alignment and delivering measurable value at every stage of the customer journey. This role reports directly to our VP of CS and will be helping to define and shape the future of Customer Success at Synthesia.
What youll be doing
- Recruiting developing and retaining a highperforming team nurturing a consultative solutionsdriven approach.
- Empowering your customers to achieve their goals through increased usage deeper engagement adoption value realization and overall retention.
- Planning strategically for account segmentation capacity planning and operational efficiency.
- Defining and implementing key success metrics providing actionable reporting on performance.
- Collaborating crossfunctionally within Customer Success to create streamlined processes and tailored frameworks for customers.
- Partner with Product teams to provide feedback influence product enhancements and ensure customer needs are met.
- Collaborate with Sales leadership to drive retention and growth with enterprise clients ensuring they realize ROI and continuously find new opportunities.
- Proactively identify risks and opportunities building the business case for customer success investments.
Wed love to hear from you if you have
- Proven experience building and scaling customer success teams in highgrowth B2B SaaS or PLG environments.
- A strong track record in recruiting and managing highperforming Customer Success teams.
- Expertise in risk management forecasting and identifying growth opportunities.
- Skilled at navigating crossfunctional relationships in a fastpaced SaaS environment.
- Familiarity with tools like Salesforce Gong and Churnzero to track performance and insights.
- Exceptional written and verbal communication skills.
- A strong sense of ownership with a passion for building and defining the customer success function.
Wed be particularly excited if
- You have experience with Video AI.
- You have worked across all customer size segments.
- You have worked in commercial orgs implementing MEDDPICC & Command of the Message Frameworks or other valueframeworks.
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.
UK Benefits
A hybrid flexible approach to work where you have access to a lovely office space in Oxford Circus with free lunches on a Wednesday and Friday
A competitive salary stock options
25 days of annual leave public holidays (plus the option to take 5 days unpaid leave and carry 5 days over)
Private healthcare through AXA including mental health support through the Stronger Minds service
Pension contribution Synthesia contributes 3 and employees contribute 5 on qualifying earnings
Cycle to work scheme
Paid parental leave entitling primary caregivers to 16 weeks of full pay and secondary 5 weeks of full pay
You can participate in a generous recruitment referral scheme if you help us to hire
The equipment you need to be successful in your role
Required Experience:
Director
Employment Type
Full Time
