Director, Post-Sales Ops & Renewal Strategy

Synthesia; Austin (TX); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Stock options

Hybrid work environment

Medical, Dental & Vision insurance

401k Plan

Paid parental leave

25 days annual leave + holidays + sick

Regular socials

Referral program

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 player/coach role will cover North America with EMEA exposure and reports to the VP of Revenue Operations.

You will drive renewal forecasting, health scoring, and renewal-risk inspection, while shaping the lifecycle, capacity planning, and data governance for a high-growth post-sales org.

Qualifications

• 8+ years in CS Ops, Post-Sales Ops, or Revenue Ops in B2B SaaS, including people management.
• Experience leading teams across regions and with senior CS leaders.
• Owning renewal forecast or health-scoring models, not just supporting them.
• Hands-on experience with CS platforms (Gainsight or Planhat) and Salesforce.
• Experience applying AI or automation to live CS workflows.
• Credible with CROs and senior CS leaders.

Responsibilities

• Own renewal forecasting, health-score inspections, and variance analysis end-to-end.
• Build and maintain rolling retention models (GRR/NRR) to surface cohort risk early.
• Design lifecycle processes: onboarding, health-score, renewal prep, escalations, and handoffs.
• Plan capacity across CS, PS, and Support; partner with Finance on headcount and budgets.
• Set data quality standards for CRM and CS platforms; drive measurable improvements.
• Partner with field leaders to align post-sales needs with GTM Engineering and Data teams.
• Lead AI-native ops enabling automation in health-score generation and ticket triage.

Skills

CS Ops leadership

B2B SaaS

Renewal forecasting

Health scoring

Gainsight

Planhat

Salesforce

AI automation

Stakeholder mgmt

Multi-region leadership

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 player/coach role will cover North America with EMEA exposure and reports to the VP of Revenue Operations.

You will drive renewal forecasting, health scoring, and renewal-risk inspection, while shaping the lifecycle, capacity planning, and data governance for a high-growth post-sales org.