Head of Customer Success

Synthesia London Full-time

Salary Competitive

Welcome to the video first world!
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. 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 status. In February 2024, G2 named us as the fastest growing company in the world. In 2025 we announced our series D funding. In total we’ve raised over $330M in funding from top-tier investors, including NEA, Atlassian Ventures, WiL, PSP Growth, and existing investors such as Accel, Nvidia, Kleiner Perkins, GV and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

About the role
Synthesia is seeking a Head of Customer Success to lead, inspire and grow a world-class team of Customer Success Managers and Renewal Managers. You’ll be entrusted with a diverse range of accounts, with the opportunity to introduce innovative frameworks, proven playbooks, and best practices that accelerate customer success and growth.

This role is perfect for someone who thrives in a fast-paced environment, who has a passion for building and scaling high-performing teams, and who is driven by the desire to leave a lasting impact. You’ll work closely with cross-functional teams, driving alignment and delivering measurable value at every stage of the customer journey. This role reports directly to our VP of CS and will be helping to define and shape the future of Customer Success at Synthesia.

What you’ll be doing…

• Recruiting, developing, and retaining a high-performing team, nurturing a consultative, solutions-driven approach.
• Empowering your customers to achieve their goals through increased usage, deeper engagement, adoption, value realization, and overall retention.
• Planning strategically for account segmentation, capacity planning, and operational efficiency.
• Defining and implementing key success metrics, providing actionable reporting on performance.
• Collaborating cross-functionally within Customer Success to create streamlined processes and tailored frameworks for customers.
• Partner with Product teams to provide feedback, influence product enhancements, and ensure customer needs are met.
• Collaborate with Sales leadership to drive retention and growth with enterprise clients, ensuring they realize ROI and continuously find new opportunities.
• Proactively identify risks and opportunities, building the business case for customer success investments.

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

• Proven experience building and scaling customer success teams in high-growth B2B SaaS or PLG environments.
• A strong track record in recruiting and managing high-performing Customer Success teams.
• Expertise in risk management, forecasting, and identifying growth opportunities.
• Skilled at navigating cross-functional relationships in a fast-paced SaaS environment.
• Familiarity with tools like Salesforce, Gong, and Churnzero to track performance and insights.
• Exceptional written and verbal communication skills.
• A strong sense of ownership, with a passion for building and defining the customer success function.

We’d be particularly excited if…

• You have experience with Video AI.
• You have worked across all customer size segments.
• You have worked in commercial orgs implementing MEDDPICC & Command of the Message Frameworks, or other value-frameworks.

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.

UK Benefits
📍A hybrid, flexible approach to work where you have access to a lovely office space in Oxford Circus with free lunches on a Wednesday and Friday

💸 A competitive salary + stock options

🏝 25 days of annual leave + public holidays (plus the option to take 5 days unpaid leave and carry 5 days over)

🏥 Private healthcare through AXA, including mental health support through the Stronger Minds service

❣️ Pension contribution - Synthesia contributes 3% and employees contribute 5% on qualifying earnings

🚲 Cycle to work scheme

🍼 Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay

👉 You can participate in a generous recruitment referral scheme if you help us to hire

💻 The equipment you need to be successful in your role