Head of Customer Success

Synthesia; Greater London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An innovative firm is on a mission to simplify video production for everyone. As a key player in the Customer Success team, you will lead a talented group of Customer Success Managers, ensuring clients derive maximum value from the platform. Your role will involve building relationships, managing customer success metrics, and collaborating with cross-functional teams to enhance service delivery. This is a unique opportunity to shape the customer success function in a rapidly growing company recognized for its exceptional growth and innovation. If you are passionate about customer success and eager to make an impact, this role is perfect for you.

Qualifications

• Experience in building customer success in a high-growth B2B SaaS environment.
• Proven track record in managing risk and identifying growth opportunities.

Responsibilities

• Build and manage a world-class team of Customer Success Managers.
• Establish trusted advisor relationships with clients and drive product adoption.

Skills

Customer Success Management

Team Building

Risk Management

Communication Skills

Consultative Selling

Tools

Salesforce

Gong

Churnzero

Job description

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.

Meet Synthesia

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.

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.

Join the rocket ship while it's taking off!

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 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 to build efficient processes.
• Liaise with the Product team to provide feedback and influence improvements.
• Ensure ROI and value is understood by clients, proactively looking for risks and opportunities.
• Build and make the business case for Customer Success investments.

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.
• 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.

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