Director, Customer Success Strategy and Operations

Job description

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](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