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TL;DR
Director of CS Operations (AI): Owning the operating rhythm of a global post-sales organization across Customer Success, Professional Services, Support, and Moderation with an accent on renewal forecasting, predictive retention modeling, capacity planning, and AI-native workflows. Focus on building defensible health-score and renewal-risk systems, improving lifecycle handoffs, maintaining CRM data quality, and coaching senior operators across US and European time zones.
Location: New York City or Austin, United States
Company
Synthesia is an AI video platform for business that develops products for visual communication and enterprise skill development.
What you will do
- Own renewal forecast methodology, accuracy analysis, health-score inspections, and renewal-risk operating cadences.
- Build and maintain a rolling 12-month GRR/NRR retention model with cohort-level risk indicators.
- Design customer lifecycle processes covering onboarding, QBRs, renewal preparation, escalations, save plays, and cross-functional handoffs.
- Plan capacity and book-of-business deployment across Customer Success, Professional Services, and Support in partnership with Finance.
- Set measurable CRM and CS-platform data quality standards and represent post-sales requirements to GTM Engineering and Data teams.
- Lead a small team of senior operators and develop AI-assisted workflows for health scoring, risk flagging, ticket triage, and renewal documentation.
Requirements
- 8+ years of experience in Customer Success Operations, Post-Sales Operations, or Revenue Operations within B2B SaaS, including people management.
- Experience in both small and large B2B SaaS companies.
- Ownership of a renewal forecast or health-scoring model.
- Hands-on experience with Gainsight or Planhat and Salesforce.
- Experience implementing AI or automation in a live Customer Success or Support workflow.
- Ability to work with senior Customer Success leaders, CROs, and stakeholders across US and European time zones.
Nice to have
- Experience spanning Support or Professional Services delivery.
- Multi-region team management experience.
- Experience with public-company-level rigor in post-sales processes.
Culture & Benefits
- Hybrid working environment.
- Customer-first, direct, fast, and experimental working principles.
- Medical, dental, and vision coverage.
- 401(k) plan, paid parental leave, paid sick leave, public holidays, and 25 days of annual leave.
- Stock options, company-provided computer and monitor, regular socials, and a referral scheme.
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