Director, AI-Driven Post-Sales Operations

SLAMcore; Austin (TX); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Stock options

Hybrid working environment

Medical/Dental/Vision insurance

401k Plan

Paid parental leave

25 days annual leave + holidays + sick

Regular socials

Referral scheme

New computer + monitor

Job summary

Synthesia is seeking a Director of CS Operations to own the post-sales operating rhythm globally, leading Customer Success, Professional Services, Support and Moderation. This role is the first NA leadership seat, reporting to the VP of Revenue Operations, with cross-geo responsibilities and a focus on data-driven renewal health and expansion strategy.

You will develop renewal forecasts, build retention models, and shape onboarding, escalation and handoff processes while coordinating with

Qualifications

• 8+ years in Customer Success Operations, Post-Sales Operations, or Revenue Operations in B2B SaaS.
• Experience at both small and large B2B SaaS companies.
• Owned a renewal forecast or health-scoring model, not just supported one.
• Hands-on experience with CS platforms (Gainsight or Planhat) and Salesforce.
• Experience applying AI or automation to live CS/support workflows.
• Credible with senior CS Leaders & CROs and senior stakeholders.
• Nice to have: multi-region team management and experience at public-company scale.

Responsibilities

• Renewal forecasting and health-score inspection. Build indicators to defend forecast before quarter end.
• Predictive retention modeling for GRR/NRR cohorts.
• Own post-sales process architecture: onboarding, health-score, QBR/renewal prep, handoffs, expansion/renewal policy.
• Capac ity and resource planning across CS, PS, and Support; partner with Finance on headcount and investments.
• Set and enforce CRM/CS platform data quality standards.
• Partner with field leaders; represent post-sales requirements to GTM Engineering and Data teams.
• Design AI-native operations for health-score generation, risk flags, ticket triage, and QBR prep.
• Lead, coach, and grow a cross-functional team across US and Europe.

Skills

CS Ops experience

B2B SaaS domain

Stakeholder management

AI/Automation

Salesforce

Tools

Gainsight

Planhat

Salesforce

Job description

Synthesia is seeking a Director of CS Operations to own the post-sales operating rhythm globally, leading Customer Success, Professional Services, Support and Moderation. This role is the first NA leadership seat, reporting to the VP of Revenue Operations, with cross-geo responsibilities and a focus on data-driven renewal health and expansion strategy.

You will develop renewal forecasts, build retention models, and shape onboarding, escalation and handoff processes while coordinating with