Head of Customer Success

D-ID is at the forefront of revolutionizing generative AI-powered interactions and content creation. Specializing in Natural User Interface (NUI) technologies, D-ID’s platform seamlessly transforms images, text, videos, audio, and voice into highly engaging Digital People, offering a uniquely immersive experience.

D-ID combines facial synthesis and deep learning expertise to deliver interactive AI experiences in multiple languages, elevating and scaling the way we connect and create in the digital world. The company’s technology provides solutions for businesses specializing in customer experience, marketing, and sales, as well as for content creators around the world.

More than 150 million videos have been produced with D-ID’s user-friendly self-service Creative Reality™ studio and integrations and more than 250,000 developers are building solutions with the D-ID API. Founded in 2017 and supported by tier 1 VCs, D-ID employs 70 people in offices in Tel Aviv, New York, London, and Singapore.

D-ID is looking for an experienced, dynamic and results-driven Head of Customer Success to lead and build our growing world-class customer success team. As the Head of Customer Success, you will play a pivotal role in shaping and executing our customer success strategy, pushing for process improvement, aligning the GTM and customer journey and leading the team to exceed critical business objectives and performance targets.

General Responsibilities:

Leadership: Build and lead a high-performing customer success team, providing guidance, mentorship, and strategic direction.

Customer Success Strategy: Develop and implement a comprehensive customer success strategy that aligns with the company's goals and ensures customer satisfaction, retention, and advocacy. Define clear customer success goals, KPIs, and metrics to measure customer satisfaction and retention.

Customer Relationship Management: Establish strong relationships with key customers, understanding their needs, and collaborating with internal teams to address and exceed customer expectations.

Onboarding and Adoption: Oversee the onboarding process for new customers, ensuring a smooth transition and driving product adoption to maximize customer value.

Retention and Expansion: Develop initiatives to retain and grow customer accounts, identifying upsell and cross-sell opportunities to drive revenue.

Cross company collaboration: Collaborate with sales, product, and support teams to ensure a seamless customer experience

Requirements

• Minimum of 8 years of experience in leadership roles in customer success, account management or a related field, preferably in corporate and startup environments.
• Minimum 5 years of working with US-based customers and managing a customer success team in the US - mandatory
• Bachelor's degree in a related field (MBA or advanced degree is a plus).
• In-depth knowledge of Generative AI video solutions and industry trends – an advantage.
• Strong understanding of customer success principles and best practices.
• Excellent leadership and team-building skills.
• Ability to analyze data, derive insights, and make data-driven decisions.
• Details oriented with excellent communication, interpersonal, and problem-solving skills.