Director of CS Operations (AI)

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.