Director, Customer Success Strategy and Operations

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 https://synthesia.notion.site/How-we-work-at-Synthesia-f794caa72f8446efb6be22b551ce0fa2.

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