Director, Digital Customer Success

Welcome to the video first world

Today, people want to watch and listen, not read - both at home and at work. Video has been proven to drive higher engagement and retention vs text - yet it has been complex and challenging to scale. As a result, companies struggle with a forced tradeoff, sacrificing either:

• time and money with traditional video, or
• engagement with text-based docs and presentations.

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. Read stories from happy customers and what 1,200+ people say on G2.

In 2023, we were one of 7 European companies to reach unicorn ($1B valuation) status. 18 months later, we doubled our valuation. In February 2024, G2 named us as the fastest growing company in the world. We’ve raised over $300M+ in funding from top-tier investors, including Accel, Nvidia, Kleiner Perkins, Google and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

About the role…

Synthesia is seeking an experienced Digital Customer Success leader to build a world-class digital customer success program to engage, nurture, and expand our customer base within the global Mid-Market and Emerging segments.

Reporting directly to the SVP of Customer Success, you will lead the strategy, tooling, and execution of our scaled Customer Success programs. You will sit at the intersection of Customer Success, Product, Marketing, and RevOps, driving proactive engagement, adoption, and retention through data-driven, scalable customer experiences.

What you’ll be doing…

• Recruit, develop, and retain a high-performing team of Digital Customer Success Managers
• Define and execute a digital-first customer journey for thousands of Customers across the global Mid Market and Emerging customer segments
• Design and execute automated data-driven customer lifecycle programs that drive adoption, usage, value, and retention
• Continuously measure and optimize performance through rigorous experimentation
• Collaborate with Product, Engineering, Marketing, and RevOps to build the right infrastructure, tooling, and product features
• Own renewal targets for the Mid Market and Emerging customer segments and ensure accurate and timely forecasting
• Collaborate with Sales leadership to drive expansion and growth

We’d love to hear from you if you have…

• Proven experience building and scaling digital customer success programs and teams in high-growth B2B SaaS environments
• Strong track record of owning and exceeding renewals and retention targets
• Experience with both PLG and sales-led GTM motions is a strong plus
• Strong analytical skills - highly proficient in data analysis and interpretation to drive insights and decisions
• Hands-on experience with customer success platforms and marketing automation tools
• A strong sense of ownership, with a passion for leveraging technology to drive scale

At Synthesia we expect everyone to…

• Put the Customer First
• Own it & Go Direct
• Be Fast & Experimental
• Make the Journey Fun

You can read more about this in our public Notion page.

Salary: We're expecting to pay up to $240,000 OTE for this role, based on your experience and capabilities as evaluated during the interview process.

Benefits

• A competitive salary + stock options in our fast-growing Series D startup
• Hybrid working environment
• 100% Medical, Dental & Vision
• 401k Plan
• Paid parental leave
• 25 days of annual leave + Public holidays + paid sick leave
• Fun culture with regular socials
• A generous referral scheme
• A brand new computer + monitor