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For Companies At a Glance
- Tasks: Lead and coach a top-notch Customer Success team to drive client satisfaction.
- Company: Join Synthesia, a unicorn AI video platform transforming content creation for businesses.
- Benefits: Enjoy a fast-paced environment with growth opportunities and a chance to shape the future of video.
- Why this job: Be part of a revolutionary company trusted by brands like Heineken and McDonald's.
- Qualifications: Experience in customer success within a high-growth SaaS environment is essential.
- Other info: This role offers a unique opportunity to influence product improvements and client success.
The predicted salary is between 43200 - 72000 £ per year.
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.
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. 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.
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Head of Customer Success employer: synthesia.io
Contact Detail:
synthesia.io Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Familiarize yourself with the latest trends in customer success, especially in the B2B SaaS space. Understanding how to build and scale a customer success organization will give you an edge in discussions during the interview.
✨Tip Number 2
Prepare to discuss your experience with tools like Salesforce, Gong, and Churnzero. Being able to articulate how you've used these tools to drive customer success will demonstrate your hands-on expertise.
✨Tip Number 3
Think about specific examples where you've successfully managed risk and identified growth opportunities in previous roles. Sharing these stories can showcase your strategic thinking and problem-solving skills.
✨Tip Number 4
Highlight your ability to build cross-functional relationships. Be ready to explain how you've collaborated with other teams to enhance customer experiences and drive product adoption.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and expectations of the Head of Customer Success position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in building customer success organizations, especially in high-growth B2B SaaS environments. Provide specific examples of how you've managed teams and driven customer value.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure your application is well-written and free of errors. Use clear and concise language to convey your ideas effectively.
Demonstrate Ownership and Initiative: In your application, illustrate your strong sense of ownership and eagerness to define the customer success function. Share instances where you've taken initiative to improve processes or drive results in previous roles.
How to prepare for a job interview at synthesia.io
✨Show Your Passion for Customer Success
Make sure to express your enthusiasm for building a customer success organization. Share specific examples of how you've empowered customers in previous roles and the impact it had on their success.
✨Demonstrate Your Leadership Skills
Prepare to discuss your experience in hiring, managing, and mentoring teams. Highlight your approach to developing consultative skills within your team and how you foster a high-performing culture.
✨Be Ready to Discuss Metrics
Understand key success metrics relevant to customer success. Be prepared to talk about how you've tracked performance in the past and the tools you've used, such as Salesforce or Churnzero.
✨Engage in Cross-Functional Conversations
Since this role involves liaising with various teams, practice discussing how you've navigated cross-functional relationships in previous positions. Show that you can effectively communicate and collaborate with different departments.
