Head of Customer Success - synthesia.io : 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. 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.

About the role

Synthesia is seeking a Head of Customer Success to lead, inspire and grow a world-class team of Customer Success Managers and Renewal Managers. You'll 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 fast-paced environment, who has a passion for building and scaling high-performing teams, and who is driven by the desire to leave a lasting impact. You'll work closely with cross-functional 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 you'll be doing…

• Recruiting, developing, and retaining a high-performing team, nurturing a consultative, solutions-driven 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 cross-functionally 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.

• Proven experience building and scaling customer success teams in high-growth B2B SaaS or PLG environments.
• A strong track record in recruiting and managing high-performing Customer Success teams.
• Expertise in risk management, forecasting, and identifying growth opportunities.
• Skilled at navigating cross-functional relationships in a fast-paced 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.

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.

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

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