Head of Customer Success - New York

Why is now a really exciting time to join Synthesia?

Synthesia's vision is to build the first fully programmable video generation platform and help everyone transform non-video content into video. We are the world’s leader in synthetic AI, working with some of the world’s biggest corporate and media brands; BBC, EY, Facebook, McDonalds, Amazon and WPP, to name a few! We already partner with big celebrity names such as David Beckham and Lionel Messi, a campaign collaboration which also received a Cannes Lion Award in 2021. We have crazy user traction with our first self-service product for businesses in just 6 months since the unveiling! Despite the product still being in public beta, we have a very high NPS of 71 and growing! Today we are a +200-person company having recently closed our Series C investment round of $90m from names like Mark Cuban, First Mark Capital, Kleiner Perkins, Seedcamp, Google Ventures and more! Currently ranked 4.8/5 on G2 🌟 and we are officially a Unicorn company!! 🦄🎉

Join the rocket ship while it's taking off! 🚀

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.

The Role...

• 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 onboarding, product adoption 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;
• 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.

About you...

• 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.
• Based in the New York City metro area

The good stuff...

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• Flexible WFH schedule 🏢
• Generous stock option plan 📈
• Discretionary based bonus 💰
• 100% Medical, Dental & Vision 👩‍⚕️
• 401k Plan 🧓
• 25 days of annual leave + Public holidays 🌴
• 4 week paid sabbatical after 4 years at the company + $10,000! 😍
• Fun culture with regular socials and company retreats 🎉
• Referral scheme 📨
• WFH set up ⌨

💰 Salary: $175,000 - $225,00 OTE (based on applied experience + other factors identified by the hiring committee)

🌎 Location: New York City, Nomad District 🗽

We will always take hustle & ambition over grades and have structured our interview process to reflect this.

If you want to be a part of building a legendary company...

COME JOIN US! 😊

☮️ Synthesia is fully committed to Equality, Diversity and Inclusion ☮️

Our ambition is to have an environment that is equitable, diverse and inclusive for all our employees now and in the future.

We believe that everyone at Synthesia is equally important, that we should celebrate diversity and the value it brings, and that everyone should feel they belong.

We want to be a business that champions equality and an inclusive culture; where there are no barriers to colleagues realising their potential; and where every individual feels valued, respected and accepted. 🏳️‍🌈