Welcome to the video first world
People want to watch and listen, not read. Video has been proven to drive higher engagement and retention versus text, yet it has been complex to scale. Synthesia simplifies the entire video production process, making it easy for everyone to create, collaborate, and share high‑quality videos. Trusted by leading brands such as Heineken, Zoom, Xerox, McDonald’s, and more.
About The Role
Reporting to the VP of Customer Success, you will build and manage a world‑class team, directly coaching CSMs accountable for our largest accounts. You’ll engage with business‑level and technical conversations across the organization, including the C‑suite.
What you’ll be doing
* Drive Annual Recurring Revenue (ARR) through landing and expanding Enterprise customers in DACH.
* Establish a trusted advisor relationship with our clients, driving value from Synthesia products and services and increasing usage and adoption.
* Own customer success, including product adoption, value tracking, and retention.
* Plan operational accounts with 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 to build right‑sized frameworks and efficient processes.
* Liaise with Product to provide feedback and influence product improvements.
* Ensure retention and growth of our enterprise clients while proactively addressing risks and opportunities.
* Build business cases for CS investments with a bias toward action.
We’d love to hear from you if you have
* Experience building a customer success organization in a high‑growth B2B SaaS environment.
* 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 define the customer success function.
* Preference for London‑based leaders, but open to remote candidates based in DACH.
At Synthesia we expect everyone to
* Put the Customer First.
* Own it & Go Direct.
* Be Fast & Experimental.
* Make the Journey Fun.
The good stuff
* A competitive salary and stock options in our fast‑growing Series D start‑up.
* Paid parental leave: 16 weeks for primary caregivers, 5 weeks for secondary.
* 25 days of annual leave plus public holidays.
* Cycle to work scheme (London).
* Regular socials.
* Private medical insurance (including mental health, dental, vision) with no medical history requirement (UK).
* A generous referral scheme.
* Pension contribution/salary sacrifice.
* Work‑from‑home set‑up.
* A huge opportunity for career growth as you help shape a market‑defining product.
London, England, United Kingdom
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