Director, Customer Success - DACH

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US.

As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.

Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.

About the role

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, responsible for the largest accounts.

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.

What you’ll be doing

• Driving 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; Empower customers to achieve their goals and challenges with solutions in our platform while increasing usage and adoption.

• Own the success of customers, including product adoption, value tracking 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;

• Collaborate with peers within CS, building right sized frameworks and efficient processes that work for Synthesia’s customers

• 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.

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

• Speak German;

• 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;

• We would love to find leaders who are based in London; however, we are open to considering 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

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

The good stuff...

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

• A competitive salary + stock options in our fast-growing Series D start-up.

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

• 25 days of annual leave + public holidays in the country where you are based.

• Cycle to work scheme (London).

• Regular socials.

• Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts. (UK)

• A generous referral scheme.

• Pension contribution/salary sacrifice.

• Work from home set up.

• A huge opportunity for career growth as you’ll help shape a market-defining product.