Head of Customer Success

Synthesia; New York (NY); On-site; USD 160,000 - 280,000; Full time

Job summary

Join an innovative firm on a mission to simplify video creation for everyone! As a leader in customer success, you'll build and manage a top-notch team, ensuring clients derive maximum value from our AI video platform. This role is perfect for those looking to expand their career in a fast-paced SaaS environment. You'll engage with clients at all levels, drive product adoption, and collaborate with cross-functional teams to enhance our offerings. With a focus on growth and retention, your contributions will shape the future of video communications. If you're passionate about customer success and eager to make an impact, this is the opportunity for you!

Benefits

25 days of annual leave

Public holidays

Fun culture with regular socials

Company retreats

Qualifications

• Experience in building customer success teams in high-growth B2B SaaS environments.
• Strong ownership and eagerness to define customer success functions.

Responsibilities

• Establish trusted relationships with clients, driving product adoption and value.
• Recruit and retain a high-performing customer success team.

Skills

Customer Success Management

Team Leadership

Risk Management

Cross-functional Collaboration

Excellent Communication Skills

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.

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.

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. You will directly manage and coach a team of CSMs.

You are capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite. Ideal for an individual who wants to expand their career with a fast-growing software company.

What you’ll be doing…

• Establish a trusted advisor relationship with our clients, driving value from Synthesia products and services; empower customers to achieve their goals and challenges with solutions in our platform while increasing usage and adoption.
• 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 CS, building right-sized frameworks and efficient processes that work for Synthesia’s customers.
• 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 CS 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/PLG.
• 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)

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