Customer Success Operations Analyst - London, United Kingdom - synthesia

Description

Customer Success Operations Analyst - London

London, England, United Kingdom

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. We've raised over $150M 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

We are seeking a highly analytical and detail-oriented Customer Success Operations Analyst to join our dynamic team. In this role, you will be responsible for enhancing the efficiency and effectiveness of our customer success operations by leveraging data analytics, process optimization, and technology solutions. You will work closely with cross-functional teams to drive continuous improvement initiatives and ensure our customers receive exceptional service and value.

The successful candidate will leverage their quantitative and technical skills and partner closely within their team and with Customer Success leadership to deliver data-driven insights, drive visibility and understanding of core metrics, analyze customer behavior & business drivers, improve operational efficiencies, and develop scalable solutions to drive results.

This role will partner with the Post Sales Revenue Operations Manager to help scope, build, and manage key analytics resources and dashboards for our Customer Success Management team, own advanced analytics projects, and support strategic initiatives across the organization that drive growth, prevent churn, and are instrumental in driving greater insight, action, and measurement of impact.

What you'll be doing...

The primary focus is in:

• Data Analysis and Reporting:
• Collect, build, analyze, and interpret customer data to identify trends, patterns, and insights.
• Develop and maintain dashboards and reports to track key performance indicators (KPIs) and metrics related to customer success.
• Provide regular reports and analysis to internal stakeholders, including senior management, to inform decision-making and strategy development.

Other Areas of Focus:

• Process Optimization:
• Evaluate current customer success processes and workflows to identify areas for improvement.
• Design and implement streamlined processes and automation solutions to enhance efficiency and scalability.
• Collaborate with cross-functional teams, including Customer Success, Sales, Product, and other Revenue Operations functions to implement process improvements and ensure alignment with business objectives.
• Identify opportunities to leverage technology solutions, including CRM systems and customer success platforms, to enhance operational effectiveness.
• Work with IT and other relevant teams to implement and optimize technology tools to support customer success operations.
• Provide training and support to internal teams on the use of technology tools and systems.

Alongside this, we have a generous benefits package below....

A hybrid setting where you can work from our London office in Soho.

A competitive salary + stock options in our fast-growing Series C 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 and company retreats + and regular tasty lunches

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

Our UK Pension provider is People Pension's and Synthesia contributes 3% and employee contributes 5% on qualifying earnings. We also offer Salary Sacrifice .

Work from home set up.

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

Why do you want to work at Synthesia? *

Highlight your experience with Customer Success Operations and how it can be leveraged in this role *

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Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Synthesia's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order

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We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at .

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