Customer Success Operations Analyst - London

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, analyse customer behavior & business drivers, improve operational efficiencies, and develop scalable solutions to drive results.

This role will partner with the Customers Success 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, 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

With the opportunity to explore:

• Process Optimization:
  • Partner with Customer Success Operations Manager to 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
• Technology Enablement:
  • 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

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

• 3+ years of professional experience in an advanced analytics or operations analytics role; prior experience with SaaS an advantage
• Strong analytical skills with proficiency in data analysis and reporting tools (e.g. Metabase, Hex, etc)
• Experience with CRM systems (e.g., Salesforce) and customer success platforms (e.g., ChurnZero) preferred
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels
• Detail-oriented with a strong focus on accuracy and quality
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Passion for customer success and a commitment to delivering exceptional service

Benefits 

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.

👉 A generous referral scheme.

🧓 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.