Director, Post-Sales Operations & Renewal Strategy

Synthesia Limited; New York, Northern (NY, KY); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Stock options

Hybrid working environment

Medical, Dental & Vision

401k Plan

Paid parental leave

25 days annual leave

Regular socials

Referral scheme

Brand new computer + monitor

Job summary

Synthesia Limited is seeking a Director of CS Operations to own the operating rhythm of its post-sales org globally, including Customer Success, Professional Services, Support & Moderation. This player/coach role is the first NA head of Post-Sales Operations, reporting to the VP of Revenue Operations.

You will drive renewal forecasting, health scores, capacity planning, and AI-enabled workflows across US and Europe, partnering with Finance and GTM Engineering to optimize outcomes.

Qualifications

• 8+ years in Customer Success, Revenue or Post-Sales operations in B2B SaaS.
• Experience leading multi-region post-sales teams and programs.
• Proven renewal forecasting and health-score modeling.

Responsibilities

• Own renewal forecast methodology, health-score inspection, and variance analysis.
• Build a rolling 12-month retention model to surface cohort risk early.
• Define lifecycle processes, renewal prep, escalations, and handoffs.
• Lead capacity planning and partner with Finance on headcount & budget.
• Set data quality standards for CRM and CS platforms.
• Collaborate with field, GTM Eng, and Data teams on requirements.
• Design AI-enabled post-sales motions for automation and efficiency.
• Lead and coach a small team across US and Europe time zones.

Skills

Leadership

Forecasting

CS Operations

Cross-functional

People management

Stakeholder management

Business acumen

Education

Bachelor's degree

Tools

Gainsight

Planhat

Salesforce

Job description

Synthesia Limited is seeking a Director of CS Operations to own the operating rhythm of its post-sales org globally, including Customer Success, Professional Services, Support & Moderation. This player/coach role is the first NA head of Post-Sales Operations, reporting to the VP of Revenue Operations.

You will drive renewal forecasting, health scores, capacity planning, and AI-enabled workflows across US and Europe, partnering with Finance and GTM Engineering to optimize outcomes.