How much experience is required?

At least 8 years of relevant experience for this Director, Customer Success Strategy and Operations role.

Where is the role based?

Synthesia is hiring for this position in New York City.

What's the tech stack?

Joblaze extracted these technologies from the posting: Customer Success, Gainsight, Moderation, Planhat, Professional Services, Salesforce.

What seniority level is this role?

Synthesia targets director candidates for this position.

Director, Customer Success Strategy and Operations at Synthesia

Joblaze summary

The Director of Customer Success Strategy and Operations at Synthesia is responsible for overseeing the operational framework of the post-sales organization, focusing on renewal forecasting, predictive retention modeling, and process architecture. This role requires expertise in B2B SaaS, particularly in managing customer success operations and utilizing platforms like Gainsight or Salesforce. Ideal candidates will have significant experience in both small and large companies, along with a proven track record in implementing AI solutions within customer workflows. The position also involves leading a team across multiple regions, emphasizing collaboration with senior stakeholders.

Joblaze insights

Listed 10 days ago on Joblaze — tracked directly from Synthesia's career page.
Synthesia has 61 other open roles including Solutions Engineering Manager, Machine Learning Engineer / ML Engineer - Roleplay Sessions, Solutions Engineering Manager .
1228 active Salesforce roles on Joblaze right now.
115 active Customer Success roles on Joblaze right now.
40 active Gainsight roles on Joblaze right now.
Typical Salesforce salary we track runs $92,500–$165,000 (median $127,329, across 636 roles). See Salesforce salary trends

Quick facts

Is the Director, Customer Success Strategy and Operations role remote?: It's hybrid — Synthesia expects some on-site time in New York City.
How much experience is required?: At least 8 years of relevant experience for this Director, Customer Success Strategy and Operations role.
Where is the role based?: Synthesia is hiring for this position in New York City.
What's the tech stack?: Joblaze extracted these technologies from the posting: Customer Success, Gainsight, Moderation, Planhat, Professional Services, Salesforce.
What seniority level is this role?: Synthesia targets director candidates for this position.
Is this full-time or contract?: Full-time for this Director, Customer Success Strategy and Operations role at Synthesia.

From the original posting

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

Director, Customer Success Strategy and Operations

Similar positions