Director of Post-Sales Strategy & Operations

Synthesia; New York (NY); Hybrid; USD 180,000 - 240,000; Full time

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, 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.