Your responsibilities will include ensuring consistent delivery against milestones, aligning with the field, evolving organizational structure, managing technical debt, and leading and participating in technical, product, and design discussions.

You will also be responsible for building, managing, and operating a highly scalable service in the cloud, and growing leaders on the team by providing coaching, mentorship, and growth opportunities.

To be successful in this role, you will need to have 11+ years of industry experience building and supporting large-scale distributed systems, with experience building, growing, and managing high-performance teams.

You should also have existing experience building and running cloud platforms, or demonstrated ability to quickly learn new concepts in the SaaS space.

Additionally, you should have experience working cross-functionality with product management and directly with customers, with the ability to deeply understand product and customer personas.

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Key responsibilities include:

• Evolving organizational structure to align with long-term initiatives
• Building strong "5 ingredient" teams with good comms architecture
• Managing technical debt, including long-term technical architecture decisions and balancing product roadmap
• Leading and participating in technical, product, and design discussions
• Building, managing, and operating a highly scalable service in the cloud
• Growing leaders on the team by providing coaching, mentorship, and growth opportunities
• Partnering with other engineering and product leaders on planning, prioritization, and staffing

Requirements include:

• 15+ years of industry experience building and supporting large-scale distributed systems
• Building, growing, and managing high-performance teams
• Ability to attract and hire engineers who meet the Databricks hiring principles
• Existing experience building and running cloud platforms, or demonstrated ability to quickly learn new concepts in the SaaS space
• Experience working cross-functionality with product management and directly with customers; ability to deeply understand product and customer personas

This is a great opportunity to lead a key strategic initiative for Databricks.

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Location

US Remote

Employment Type

Full time

Department

CommercialCustomer Success

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 centre of successful organisations.

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 into the Head of Customer Success, the ideal candidate will be customer-centric and passionate about building strong customer relationships while delivering value to ensure happy customers.

• Build and nurture strong relationships with key stakeholders to drive retention and growth

• Conduct discovery with customers to understand business objectives and uncover new use cases

• Establish and maintain a trusted advisor relationship with customers, ensuring that customers are realising value out of their investment in Synthesia

• Act as a subject matter expert for the practical application of Synthesia within enterprises and take a consultative approach in implementing video content into their workflows

• Monitor utilisation and deploy strategies to increase user engagement, adoption and satisfaction

• Lead Quarterly Business Reviews with senior stakeholders in attendance that deliver clear outcomes

• Ensure ROI and value is communicated and understood by the customer

• Proactively monitor customer health, including potential risks to renewals and expansion opportunities

• Own commercial conversations and all aspects of the renewal process

• Collaborate with internal teams to ensure seamless onboarding, support and resolution of customer issues

About you...

• Customer-facing experience in Customer Success Management, Account Management, Technical Account Management or similar ideally in B2B SaaS space

• Experience managing a book of business of up to 35 strategic accounts from onboarding through renewal

• A track record in managing risk, forecasting, and identifying growth opportunities

• Establishing a trusted advisor relationship with our clients, driving value from Synthesia products and services

• Successfully onboarding new clients and building key relationships in the first critical months and beyond

• Coordinating and leading regular client check-ins with clear outcomes on client health and opportunities with senior stakeholder attendance

• Light video editing using the Synthesia platform

• Retention and growth of our enterprise clients

• Ensuring ROI and value is understood by clients, proactively looking for risks and opportunities

At Synthesia we expect everyone to...

• Put the Customer First

• Own it & Go Direct

• Be Fast & Experimental

• Make the Journey Fun

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

• 25 days of annual leave + public holidays + paid sick leave

• 100% Medical, Dental & Vision

• 401k Plan

• A generous referral scheme

• Fun culture with regular socials

• A brand new computer + monitor

Remote USA\- Central or Eastern standard time preferred

Compensation: $160,000 - $180,000 OTE. The final compensation package will be determined based on your experience, qualifications, and location.

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