Synthesia•26 days ago
Director, Customer Success Strategy and Operations
Recruiter Fit Breakdown & Candid Summary
1
This is a high-impact, player/coach leadership role for an experienced operations professional to establish the first North American post-sales ops function.
2
The ideal candidate has deep B2B SaaS experience, specifically in owning renewal forecasting and health-scoring models at scale.
3
Candidates should be comfortable operating in a fast-paced, AI-first environment and possess the seniority to influence CROs and CS leadership.
4
This role is not suitable for those who have only supported operations rather than owning the strategic outcomes and forecasting models.
Role Responsibilities
- 1Own renewal forecasting methodology, accuracy, and variance analysis.
- 2Build and maintain a rolling 12-month GRR/NRR retention model.
- 3Architect the customer lifecycle process, including onboarding, QBRs, and escalation workflows.
- 4Manage capacity planning and resource deployment across CS, Professional Services, and Support teams.
- 5Implement AI-native operations to automate health-scoring, ticket triage, and renewal documentation.
- 6Lead and develop a team of senior operators across US and European time zones.
Skills Matrix
Must-Have Skills
Customer Success Operations(CS Ops)
Revenue Operations(RevOps)
B2B SaaS
Renewal Forecasting
Gainsight
Planhat
Salesforce(SFDC)
People Management
AI Automation
Nice-to-Have Skills
Professional Services Operations
Support Operations
Multi-region team management
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