Director, Customer Success

The Hub/Danske Bank; London; Hybrid; GBP 75,000 - 130,000; Full time

Job summary

A leading company in video communication software is seeking a Customer Success leader to drive growth across DACH and Southern Europe. This role includes leading a team of Customer Success Managers to improve customer engagement and satisfaction in a dynamic environment. The ideal candidate possesses strong experience in SaaS, with a focus on managing enterprise accounts and C-suite relationships.

Benefits

Home office flexibility

Free lunches on Wednesdays and Fridays

Private healthcare

Pension contribution

Cycle to work scheme

Generous parental leave

Recruitment referral scheme

Qualifications

• Proven experience in recruiting and managing high-performing Customer Success teams in SaaS.
• Strong record of owning renewals and retention targets.
• Deep experience working with large organizations across industries.

Responsibilities

• Lead, inspire, and grow a team of Customer Success Managers.
• Drive customer outcomes and own renewal targets.
• Collaborate with Sales leadership for expansion and growth.

Skills

Customer Success management

Data-driven initiatives

Risk management

Stakeholder engagement

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 you’re reading this and nodding, check out our brand video.

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….

Meet Synthesia

We're 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 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 $150M 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 DACH and Southern Europe, across enterprise and strategic accounts. 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.

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 customers to achieve their goals through increased usage, engagement, adoption, and value realization
• Building trusted relationships with senior stakeholders across customers, 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 enterprise and strategic account segments
• Deep experience working with large, complex organizations across multiple industries and relevant geographies
• 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
• Native-level fluency in French and/or German

We’d be particularly excited if…

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

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