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 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 $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 Customer Success leader to spearhead a Strategic Accounts segment in North America, comprising some of our largest and fastest growing customers. Reporting directly to the SVP of Customer Success, you will lead, inspire and grow a world-class team of Customer Success Managers. You will drive customer outcomes, own renewal targets, and partner with Sales leaders to drive expansions across a portfolio of strategic accounts.

This role is perfect for someone who thrives in a fast-paced environment, who has a passion for building and scaling high-performing teams, who loves making customers successful, and who is driven by the desire to leave a lasting impact.

What you’ll be doing…

• Recruiting, developing, and retaining a high-performing team of Customer Success Managers
• Empowering our most strategic customers to achieve their goals through increased usage, engagement, adoption, and value realization
• Building trusted relationships with senior stakeholders across our most strategic accounts, serving as an executive sponsor and escalation point when needed
• Owning renewal targets and ensuring accurate and timely forecasting 
• Collaborating with Sales leadership to drive expansion and growth
• Working with other Customer Success leaders to introduce innovative frameworks, proven playbooks, and best practices that accelerate customer success and growth
• Acting as the voice of the customer internally and partnering with Product teams to provide feedback, influence product enhancements, and ensure customer needs are met
• Proactively identifying risks and opportunities, building the business case for customer success investments.

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

• Proven experience recruiting and managing high-performing Customer Success teams in high-growth B2B SaaS environments
• Strong track record of owning and exceeding renewals and retention targets in strategic account segments
• Deep experience working with large, complex organizations across multiple industries
• Comfortable engaging with C-suite stakeholders and navigating enterprise relationships
• Expertise in data-driven customer success initiatives, risk management and forecasting
• Experience leveraging customer success platforms to drive CSM productivity 
• A strong sense of ownership, with a passion for building and scaling the customer success function

We’d be particularly excited if you have…

• You have experience with Video AI
• You have worked in commercial orgs implementing MEDDPICC & Command of the Message Frameworks, or other value-framework

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.

Salary

We're expecting to pay up to around $280,000 OTE for this role, based on your experience and capabilities as evaluated during the interview process.

Benefits

• A competitive salary + stock options in our fast-growing Series D startup
• Hybrid working environment
• 100% Medical, Dental & Vision
• 401k Plan
• Paid parental leave
• 25 days of annual leave + Public holidays + paid sick leave
• Fun culture with regular socials
• A generous referral scheme
• A brand new computer + monitor