Director, CS Ops & Renewal Strategy (AI-Driven)

Synthesia; Austin (TX); Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Stock options

Hybrid work

Medical, Dental & Vision coverage

401k plan

Parental leave

25 days annual leave

Team socials

Referral program

New computer

Job summary

Synthesia is seeking a Director of CS Operations to own the post-sales operating rhythm globally, covering Customer Success, Professional Services, Support and Moderation. This player/coach role marks the first NA leadership seat with existing EMEA coverage.

You will build renewal forecasting, health-score models, QBR cadence, and cross-functional handoffs, while leading a small team across US and Europe and driving AI-enabled automation in post-sales processes.

Qualifications

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

Responsibilities

• Renewal forecasting and health-score inspection; own forecast methodology and cadence.
• Predictive retention modeling; 12-month GRR/NRR retention model.
• Own customer lifecycle process architecture: onboarding, health-score, QBR/renewal prep, escalations, handoffs.
• Capacity planning; headcount budgeting with Finance for post-sales org.
• Set data quality standards for CRM/CS platform and ensure governance.
• Partner with field leaders and GTM Engineering/Data teams to represent post-sales needs.
• Design AI-native post-sales motions, with agent-assisted tasks by default.
• Lead and coach a small team across US and Europe time zones.

Skills

Customer Success Operations

People management

B2B SaaS

Senior stakeholder comms

Tools

Gainsight

Planhat

Salesforce

Job description

Synthesia is seeking a Director of CS Operations to own the post-sales operating rhythm globally, covering Customer Success, Professional Services, Support and Moderation. This player/coach role marks the first NA leadership seat with existing EMEA coverage.

You will build renewal forecasting, health-score models, QBR cadence, and cross-functional handoffs, while leading a small team across US and Europe and driving AI-enabled automation in post-sales processes.