Director, Customer Success Strategy and Operations

Synthesia
New York, Austin
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Coaching","Stakeholder management","Process ownership","Data quality focus"]

Own the operating rhythm of the post-sales organization globally, including renewal forecasting, health-score inspection, and predictive retention modeling. Architect end-to-end customer lifecycle processes across Customer Success, Professional Services, Support & Moderation, and drive QBR/renewal-prep cadence and escalation/save plays. Build CRM/CS-platform data quality standards, partner with Finance on capacity planning, and represent post-sales needs into GTM Engineering and Data while leading a small operators team across US and Europe.

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FursaFursa
Synthesia
Synthesia
3 days ago

Director, Customer Success Strategy and Operations

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Last checked: 3 hours agoStatus: Live

Job Summary

Own the operating rhythm of the post-sales organization globally, including renewal forecasting, health-score inspection, and predictive retention modeling. Architect end-to-end customer lifecycle processes across Customer Success, Professional Services, Support & Moderation, and drive QBR/renewal-prep cadence and escalation/save plays. Build CRM/CS-platform data quality standards, partner with Finance on capacity planning, and represent post-sales needs into GTM Engineering and Data while leading a small operators team across US and Europe.
Location: New York, Austin
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Own renewal forecast methodology, accuracy, and variance analysis end to end; run health-score and renewal-risk inspection cadence and build leading indicators.
  • •Build and own a rolling 12-month GRR/NRR retention model to surface cohort-level risk before escalation.
  • •Architect post-sales customer lifecycle processes, including onboarding stages/exit criteria, health-score methodology, QBR and renewal-prep cadence, and escalation/save-play processes.
  • •Run capacity and resource planning across CSM, Professional Services, and Support, partnering with Finance on headcount, budget visibility, and investment prioritization.
  • •Lead, develop, and coach a small team of experienced senior operators across US and European time zones and AI-native workflows for support, health-score generation, and QBR/renewal-doc prep.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kPaid ParentalPaid LeaveEquityHybrid Working

Key Requirements

  • •8+ years in Customer Success Operations, Post-Sales Operations, or Revenue Operations in B2B SaaS, including people management.
  • •Experience owning a renewal forecast or health-scoring model, not just supporting one.
  • •Deep, hands-on experience with a CS platform (Gainsight or Planhat) and Salesforce.
  • •B2B SaaS domain expertise across small and large SaaS companies.
  • •You have put AI or automation into a live CS or support workflow and can describe the result.
Experience:B2B SaaSCustomer successPost-sales operationsRevenue operations
Skills:LeadershipCoachingStakeholder managementProcess ownershipData quality focus
Tech Stack:GainsightPlanhatSalesforceCRMAIAutomation

Company Brief

Synthesia
Provides an AI video generation platform that creates realistic synthetic presenters and video content from text, enabling enterprises to produce scalable training, marketing, and communications videos without cameras or actors.
Industry: AI & Machine Learning
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: London, United Kingdom
Founded: 2017
WebsiteLinkedIn