Director Customer Success Strategy and Operations
Synthesia is an active London-based enterprise AI video platform that lets businesses create, localize, manage, and publish videos using AI avatars and voiceovers.
Funding history
About Synthesia
Synthesia Limited provides browser-based AI video creation for business communications, training, sales enablement, marketing, and support. Its platform includes AI-assisted creation, avatars, voiceovers, translation/localization, collaboration, and publishing workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own the operating rhythm for global post-sales functions. You will lead renewal forecasting and retention modeling, define customer-lifecycle processes, plan capacity, establish data standards, implement AI-assisted workflows, and coach senior operations professionals across US and European time zones.
Requirements
- 8+ years in Customer Success Operations, Post-Sales Operations, or Revenue Operations in B2B SaaS
- People-management experience
- B2B SaaS experience at both small and large companies
- Experience owning 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
Responsibilities
- Own renewal forecast methodology, accuracy, and variance analysis
- Run health-score and renewal-risk inspection cadences
- Build leading indicators for renewal forecasting
- Build and own a rolling 12-month GRR and NRR retention model
- Own customer-lifecycle process architecture, including onboarding, health scoring, QBRs, renewals, escalations, and handoffs
- Run book-of-business and capacity deployment across Customer Success, Professional Services, and Support
- Partner with Finance on headcount planning, budget visibility, and investment prioritization
- Set measurable CRM and customer-success-platform data-quality standards
- Partner with post-sales leaders in renewal and QBR reviews
- Represent post-sales requirements to go-to-market engineering and data teams
- Design AI-assisted workflows for health scoring, renewal-risk flagging, ticket triage, summarization, and QBR and renewal preparation
- Lead, develop, and coach senior operations professionals across US and European time zones
Benefits
- Stock options
- Hybrid working environment
- Medical, dental, and vision coverage
- 401k plan
- Paid parental leave
- 25 days of annual leave, public holidays, and paid sick leave
- Regular social events
- Referral scheme
- Computer and monitor