Director, Customer Success Strategy and Operations
At a glance
Leadership Customer Success role at Synthesia. New York · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Own renewal forecasting, variance reviews, and recurring inspection of health scores and renewal risk
- Build a rolling retention model that exposes cohort risks before they become escalations
- Set customer lifecycle rules for onboarding, QBRs, renewals, escalations, saves, and team handoffs
- Plan post-sales capacity and book assignments with Finance across Success, Services, and Support
- Raise CRM and CS-platform data standards while embedding AI into health, renewal, ticket, and QBR workflows
What you bring
- At least eight years in Customer Success Operations, Post-Sales Operations, or Revenue Operations within B2B SaaS, including people leadership
- Experience across both smaller and larger B2B SaaS organizations
- You have owned a renewal forecast or health model, rather than only contributing to one
- Hands-on expertise with Gainsight or Planhat and Salesforce
- You have launched AI or automation in a live customer success or support workflow
Who this fits
This role suits a senior post-sales operator who can lead experienced operators while working directly with Customer Success, Professional Services, Support, Finance, and GTM Engineering. You will work across US and European time zones and report to the VP of Revenue Operations. The position is hybrid in New York.
From the employer
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.
Our culture
At Synthesia, we expect everyone to
Put the Customer First
Own it & Go Direct
Be Fast & Experimental
Make the Journey Fun
You can read more about this in this public Notion page.
Benefits
A competitive salary + stock options in our fast-growing Series E startup
Hybrid working environment
100% Medical, Dental & Vision
401k Plan
Paid parental leave
25 days of annual leave + Public holidays + paid sick leave
Fun culture with regular socials
A generous referral scheme
A brand new computer + monitor
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