Director, Customer Success

Welcome to the video first world

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 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 ($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…

Synthesia is seeking an experienced Strategic Customer Success leader to build a world-class customer success program to engage, nurture, and expand our customer base within the global Strategic and Enterprise segments. 

Reporting directly to the SVP of Customer Success, you will lead the strategy, tooling, and execution of our Customer Success programs. You will be working with our largest accounts and sitting at the intersection of Customer Success, Product, Marketing, and RevOps, driving proactive engagement, adoption, and retention through data-driven, scalable customer experiences.

What you’ll be doing…

• Recruit, develop, and retain a high-performing team of Strategic and Enterprise Customer Success Managers
• Establishing a trusted advisor relationship with our clients, driving value from Synthesia products and services
• 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
• Collaborate with Product, Engineering, Marketing, and RevOps to build the right infrastructure, tooling, and product features
• Collaborate with Sales leadership to drive expansion and growth
• Coordinating and leading regular client check-ins with clear outcomes on client health and opportunities with senior stakeholder attendance
• Retention and growth of our enterprise clients
• Ensuring ROI and value is understood by clients, proactively looking for risks and opportunities. 

Requirements: 

• You'll need a wealth of leadership experience where you've been responsible for the team owning large accounts
• The senior sellers you've managed have each carried a quota of $1mil+ and have targeted, won and expanded large, complex organisations.
• Extensive experience in b2b SaaS sales winning new business and expanding existing accounts - before you became a manager, you had your own successful SaaS sales career.
• Genuine motivation and excitement to remain a first line manager with a proactive approach and mentality to your teams' success.
• You’ve built and scaled high-performing teams and see recruitment as the most important thing you can invest your time in.
• You've experienced rapid growth & understand the opportunities and challenges that can bring - and you thrive in it! 
• Strong executive presence tied with exceptional verbal and written English 

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.