Head of Customer Success - Synthesia : Job Details

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.

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.

We're on a mission to make video easy for everyone. 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.

About The Role...

Reporting to the VP of Customer Success, your key focus in this role will be to build and manage a world-class team of Customer Success Managers (CSMs).

What you'll be doing…

• Establish a trusted advisor relationship with our clients, driving value from Synthesia products and services.
• 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 Customer Success, building right-sized frameworks and efficient processes.
• 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 Customer Success 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.
• 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.

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• 25 days of annual leave + public holidays.
• Fun culture with regular socials and company retreats.

Salary: $160,000 - $280,000 OTE (based on applied experience + other factors identified by the hiring committee)