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Synthesia, the world's leading AI video platform for business used by 90% of the Fortune 100, is hiring a Director of Customer Success Operations to own the operating rhythm of the post-sales organization globally. This is a player/coach role and the first Post-Sales Operations leadership seat in North America, reporting to the VP of Revenue Operations.
Key responsibilities include: owning renewal forecasting methodology and health-score inspection cadence; building predictive retention models that surface cohort-level risk; designing post-sales process architecture including onboarding stages, QBR cadence, escalation processes, and cross-functional handoffs; running capacity and resource planning across CSM, Professional Services, and Support teams; establishing and maintaining CRM and CS-platform data quality standards; serving as trusted operational partner to post-sales leaders; designing AI-native operations workflows where automation handles health-score generation, risk flagging, ticket triage, and QBR prep; and leading a small team of senior operators across US and European time zones.
Required qualifications: 8+ years in Customer Success Operations, Post-Sales Operations, or Revenue Operations in B2B SaaS with people management experience; B2B SaaS domain expertise across company sizes; hands-on ownership of renewal forecasts or health-scoring models; deep experience with CS platforms (Gainsight or Planhat) and Salesforce; demonstrated success implementing AI or automation in live CS or support workflows; credibility with senior CS leaders and CROs. Nice-to-have experience includes Support or Professional Services delivery background, multi-region team management, and exposure to public-company-level post-sales rigor.
Synthesia was founded in 2017, headquartered in London with offices across Europe and the US. The company raised $200 million in Series E funding at a $4 billion valuation, with total funding exceeding $530 million from premier investors including Accel, NVentures (Nvidia's VC), Kleiner Perkins, and GV.
