Head of Customer Success

Synthesia; London; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Head of Customer Success to lead a dynamic team in a fast-paced environment. This role offers the chance to shape customer success strategies while collaborating with cross-functional teams to enhance customer engagement and retention. With a focus on building high-performing teams and implementing effective frameworks, you'll play a pivotal role in driving growth and delivering value to clients. Enjoy a competitive salary, stock options, and a range of benefits in a hybrid work setting that promotes work-life balance and professional development.

Benefits

Free lunches on Wednesdays and Fridays

Private healthcare through AXA

Pension contribution

Cycle to work scheme

Paid parental leave

Generous recruitment referral scheme

Flexible work hours

Office access in Oxford Circus

Qualifications

• Experience in building and scaling customer success teams in high-growth environments.
• Proven track record in managing high-performing teams.

Responsibilities

• Recruit and develop a high-performing Customer Success team.
• Collaborate with cross-functional teams to drive customer engagement.

Skills

Customer Success Management

Team Leadership

Risk Management

B2B SaaS Expertise

Communication Skills

Education

Bachelor's Degree

Relevant Certifications

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. 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 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 the fastest-growing company in the world. In 2025, we announced our Series D funding. To date, we’ve raised over $330M from top-tier investors including NEA, Atlassian Ventures, WiL, PSP Growth, and existing investors such as Accel, Nvidia, Kleiner Perkins, GV, and prominent founders and operators like Stripe, Datadog, Miro, Webflow, and Facebook.

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 manage 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 ideal for someone who thrives in a fast-paced environment, has a passion for building and scaling high-performing teams, and 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 help shape the future of Customer Success at Synthesia.

What you’ll be doing…

• Recruit, develop, and retain a high-performing team, nurturing a consultative, solutions-driven approach.
• Empower your customers to achieve their goals through increased usage, deeper engagement, adoption, value realization, and overall retention.
• Plan strategically for account segmentation, capacity planning, and operational efficiency.
• Define and implement key success metrics, providing actionable reporting on performance.
• Collaborate 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.
• Work with Sales leadership to drive retention and growth with enterprise clients, ensuring they realize ROI and identify new opportunities.
• Proactively identify risks and opportunities, building the business case for customer success investments.

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

• 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’d be particularly excited if…

• You have experience with Video AI.
• You have worked across all customer size segments.
• You have experience in commercial organizations implementing MEDDPICC & Command of the Message frameworks, or other value frameworks.

A hybrid, flexible approach to work where you have access to an office in Oxford Circus with free lunches on Wednesdays and Fridays.

A competitive salary + stock options.

25 days of annual leave + public holidays (plus the option to take 5 days unpaid leave and carry over 5 days).

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 caregivers to 5 weeks of full pay.

Participation in a generous recruitment referral scheme.

The equipment you need to succeed in your role.

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