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! We've raised more than $66 Million so far from names like Mark Cuban, First Mark Capital, Kleiner Perkins, Seedcamp, Google Ventures and more! Currently ranked 4.8/5 on G2 🌟 #5 on Europe's Tech Soonicorn list 🦄

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...

• Coach, mentor and guide the team in developing consultative and solution-based account skills
• Recruit and retain a high performing team;
• Identify key success metrics and implement reporting to track performance;
• Liaise with the Product team to provide feedback and influence improvements of our product;
• Operational account planning, including account segmentation and capacity planning;
• Retention and growth of our enterprise clients;
• Own the success of customers, including onboarding, product adoption and retention
• Ensure ROI and value is understood by clients, proactively looking for risks and opportunities.
• 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.
• The ability to build and make the business case for CS investments - with a bias towards action.

About you...

• Skilled in navigating cross-functional relationships within a high-growth SaaS environment
• A track record in managing risk, forecasting, and identifying growth opportunities;
• Based in New York
• Experience building a customer success organization in a high growth environment, ideally a B2B SaaS startup / scale up / PLG
• Excellent written and verbal communication skills;
• Experience with tools like Salesforce, Gong and Churnzero
• Experience hiring and managing a team
• Strong sense of ownership and eagerness to build and define the customer success function.

The good stuff...

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

🏢 Flexible WFH

📈 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

💰 $175,000 - $225,00 OTE based on applied experience and other factors identified by the hiring committee

If you want to be a part of building a legendary company, COME JOIN US! 😊