Director, Customer Success Strategy and Operations

Synthesia

New York (NY)

On-site

USD 180,000 - 240,000

Full time

14 days+

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Benefits offered by this job

Stock options in fast-growing startup

Hybrid working environment

100% Medical, Dental & Vision

401k Plan

Paid parental leave

25 days annual leave + holidays + sick

Socials & referral program

Brand new computer + monitor

Job summary

Synthesia, the AI video platform leader, seeks a Director of CS Operations to own the post-sales operating rhythm globally. You will lead Customer Success, Professional Services, Support, and Moderation, reporting to Revenue Operations and coordinating across US and Europe time zones.

You will develop renewal forecasting, health-score models, and QBR cadence, while driving AI-enabled efficiency and scalable processes. This is a player/coach role in North America with global scope.

Qualifications

8+ years in CS Operations, Post-Sales Operations, or Revenue Operations with people management.
B2B SaaS domain expertise across small and large 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 putting AI or automation into live CS or support workflows.
Credible with senior CS Leaders & CROs, and senior stakeholders.
Nice to have: experience spanning Support or Professional Services and multi-region leadership.

Responsibilities

Own renewal forecasting and health-score inspection; lead end-to-end cadence and indicators.
Build predictive retention models (GRR/NRR) to surface risk before escalation.
Own post-sales process architecture: onboarding, health-score, renewal prep, escalations, and handoffs.
Manage capacity planning across CS, PS, and Support; collaborate on headcount budgeting.
Set data quality standards for CRM and CS platforms; partner with GTM Data teams.
Collaborate with field leadership to align CS needs with GTM strategy and engineering.
Design AI-native post-sales ops: automate health-score, risk flags, and QBR prep.
Lead a small team across US and Europe time zones.

Skills

Customer Success Ops

Revenue Operations

People management

Stakeholder management

Tools

Gainsight

Planhat

Salesforce

Job description

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US.

As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.

Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia’s VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.

About the role…

We are hiring a Director of CS Operations to own the operating rhythm of our post-sales organization globally: Customer Success, Professional Services, Support & Moderation. This is a player/coach role, our first Post-Sales Operations leadership seat in North America, alongside existing EMEA coverage. This role reports to the VP of Revenue Operations.

What you’ll be doing…

Renewal forecasting and health-score inspection. Own renewal forecast methodology, accuracy, and variance analysis end to end; run the health-score and renewal-risk inspection cadence; build leading indicators (usage/adoption signals, engagement decay, ticket volume, time-to-value, save rate) that make the forecast defensible before the quarter ends.
Predictive retention modeling. Build and own a rolling 12-month GRR/NRR retention model that surfaces cohort-level risk before it reaches the escalation point, not after.
Post-sales process and policy. Own the customer lifecycle process architecture: onboarding stages and exit criteria, health-score methodology, QBR and renewal-prep cadence, escalation and save-play processes, and Sales-to-PS, PS-to-CS handoffs, including how expansion and renewal conflicts get resolved.
Capacity and resource planning. Run book-of-business and capacity deployment across CSM, Professional Services, and Support; partner directly with Finance on headcount planning, budget visibility, and investment prioritization for the post-sales org.
Systems and data. Set and hold a measurable CRM and CS-platform data quality standard, rather than running periodic clean-up projects.
Partnership with the field. Be the trusted operational partner to CS, Professional Services, and Support leaders in their renewal and QBR reviews, not adjacent to them; represent post-sales’ requirements into GTM Engineering and Data teams.
AI-native operations. Design the post-sales motion on the assumption AI does the manual work: health-score generation, renewal-risk flagging, support-ticket triage and summarization, and QBR/renewal-doc prep should be agent-assisted by default.
Leadership. Lead, develop, and coach a small team of experienced senior operators; manage across US and European time zones, partnering with existing EMEA post-sales ops coverage.

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

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.
You have 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.
You have put AI or automation into a live CS or support workflow and can describe the result.
Credible with senior CS Leaders & CROs, and senior stakeholders.
Nice to have: experience spanning Support or Professional Services delivery in addition to core Customer Success, multi-region team management, exposure to a company operating at public-company rigor in post-sales process.