---
title: 'Director, Customer Success Strategy and Operations at Synthesia'
canonical: 'https://feeny.ai/job/director-customer-success-strategy-and-operations-synthesia-new-york-j4zz8y34gvcm'
type: 'job'
last_seen: '2026-10-13'
---

# Director, Customer Success Strategy and Operations at Synthesia

- **Company:** [Synthesia](https://feeny.ai/companies/synthesia)
- **Location:** New York, NY
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-24
- **Last confirmed live:** 2026-10-13
- **Apply:** https://jobs.ashbyhq.com/synthesia/0428085b-d840-4290-a1e7-9df341dd1702

## Job description

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations. Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.

## About the role…

We are hiring a Director of CS Operations to own the operating rhythm of our post-sales organization globally: Customer Success, Professional Services, Support & Moderation. This is a player/coach role, our first Post-Sales Operations leadership seat in North America, alongside existing EMEA coverage. This role reports to the VP of Revenue Operations.

## What you’ll be doing…

- Renewal forecasting and health-score inspection. Own renewal forecast methodology, accuracy, and variance analysis end to end; run the health-score and renewal-risk inspection cadence; build leading indicators (usage/adoption signals, engagement decay, ticket volume, time-to-value, save rate) that make the forecast defensible before the quarter ends.
- Predictive retention modeling. Build and own a rolling 12-month GRR/NRR retention model that surfaces cohort-level risk before it reaches the escalation point, not after.
- Post-sales process and policy. Own the customer lifecycle process architecture: onboarding stages and exit criteria, health-score methodology, QBR and renewal-prep cadence, escalation and save-play processes, and Sales-to-PS, PS-to-CS handoffs, including how expansion and renewal conflicts get resolved.
- Capacity and resource planning. Run book-of-business and capacity deployment across CSM, Professional Services, and Support; partner directly with Finance on headcount planning, budget visibility, and investment prioritization for the post-sales org.
- Systems and data. Set and hold a measurable CRM and CS-platform data quality standard, rather than running periodic clean-up projects.
- Partnership with the field. Be the trusted operational partner to CS, Professional Services, and Support leaders in their renewal and QBR reviews, not adjacent to them; represent post-sales' requirements into GTM Engineering and Data teams.
- AI-native operations. Design the post-sales motion on the assumption AI does the manual work: health-score generation, renewal-risk flagging, support-ticket triage and summarization, and QBR/renewal-doc prep should be agent-assisted by default.
- Leadership. Lead, develop, and coach a small team of experienced senior operators; manage across US and European time zones, partnering with existing EMEA post-sales ops coverage.

We’d love to hear from you if you have…

- 8+ years in Customer Success Operations, Post-Sales Operations, or Revenue Operations in B2B SaaS, including people management.
- B2B SaaS domain expertise, with experience at both small and large B2B SaaS companies.
- You have owned a renewal forecast or health-scoring model, not just supported one.
- Deep, hands-on experience with a CS platform (Gainsight or Planhat) and Salesforce.
- You have put AI or automation into a live CS or support workflow and can describe the result.
- Credible with senior CS Leaders & CROs, and senior stakeholders.
- Nice to have: experience spanning Support or Professional Services delivery in addition to core Customer Success, multi-region team management, exposure to a company operating at public-company rigor in post-sales process.

Our culture At Synthesia, we expect everyone to

- Put the Customer First
- Own it & Go Direct
- Be Fast & Experimental
- Make the Journey Fun

You can read more about this in this public[Notion page](https://synthesia.notion.site/How-we-work-at-Synthesia-f794caa72f8446efb6be22b551ce0fa2).

## Benefits

- A competitive salary + stock options in our fast-growing Series E startup
- Hybrid working environment
- 100% Medical, Dental & Vision
- 401k Plan
- Paid parental leave
- 25 days of annual leave + Public holidays + paid sick leave
- Fun culture with regular socials
- A generous referral scheme
- A brand new computer + monitor

## About Synthesia

## Company Overview
- **One-liner**: Synthesia is an all-in-one AI video platform that enables businesses to create, localize, manage, and publish professional-quality videos using AI avatars and voiceovers, without any filming equipment or video editing skills.
- **Entity Type**: Private (Series C)
- **Headquarters**: London, United Kingdom
- **Founded**: 2017
- **Founders**: Victor Riparbelli (CEO), Prof. Lourdes Agapito, Steffen Tjerrild (COO), Prof. Matt Niessner

## Core Business
- **Primary industry**: AI Video Platform / Enterprise SaaS / Creative Technology
- **Target customers**: B2B, Enterprise (trusted by 50,000+ teams globally, including 90% of the Fortune 100)
- **Mission statement**: "Helping people work better" — transforming how organizations train, onboard, and upskill their employees with AI.

## Products & Services
- **Synthesia AI Video Platform (Core)**: Full-stack SaaS platform for creating AI videos. Includes AI avatars (240+), AI voices in 160+ languages, 1-click translation, real-time team collaboration, version control, brand kit management, analytics (views, drop-offs, completion rates), and SCORM export for LMS integration.
- **AI Avatars**: Customizable, expressive AI avatars that speak 160+ languages. Users can also create their own custom avatar.
- **AI Screen Recorder**: Polished screen recordings with instant transcripts (removes 'ums' and 'uhs'), editable and translatable.
- **Multilingual Video Player**: Single player to watch and organize videos in 160+ languages.
- **AI Video Assistant & Academy**: Tutorials and onboarding tools to help users create videos quickly.
- **Enterprise Security Suite**: SOC 2 Type II, GDPR, ISO 42001 compliant, with SAML/SSO. Designed to satisfy the toughest legal and security teams at Fortune 100 companies.

## Market Standing
- **Valuation/ Market Cap**: Not publicly disclosed (last known funding round: Series C, $180M raised, led by Accel and Nvidia in 2023, valuing the company at $1B+ — Unicorn status).
- **Key Metric**: **$100M+ Annual Recurring Revenue (ARR)** — announced by COO & Co-founder Steffen Tjerrild in a public LinkedIn post [linkedin.com](https://www.linkedin.com/posts/steffentjerrild_probably-the-milestone-im-most-proud-of-activity-7317848922612224001-UuZ1)
- **Notable Investors/Partners**: Accel, Nvidia (lead Series C), with previous investors including Kleiner Perkins, GV, FirstMark Capital, and MMC Ventures. The company has an active partnership ecosystem including integrations with LMS providers and enterprise tooling.
- **Growth Signals**: 
  - Crossed $100M ARR (strong product-market fit and revenue growth).
  - Used by 90% of the Fortune 100 and 50,000+ teams.
  - Engineering team scaled from 0 to 80+ engineers.
  - Over 1M+ users on the platform.
  - Hiring in 26+ countries with offices in London and NYC.
  - Continues to expand product suite (AI avatars, video agents, analytics, and skill development products).

## Competitive Advantages
- **Proprietary AI & Avatars**: Deep AI research spanning computer vision, graphics, and NLP (co-founders from Stanford, Cambridge, UCL, TUM). Avatars are highly expressive and support 160+ languages with accurate lip-sync.
- **Enterprise Security & Compliance**: SOC2, GDPR, ISO42001, SAML/SSO — a key differentiator for Fortune 100 clients who require stringent security.
- **End-to-End Platform**: Combines creation, localization, management, analytics, and version control in one tool — reducing reliance on multiple vendors and agencies.
- **AI Ethics-First**: 10% of the team is dedicated to AI safety and ethics, a strong trust signal for enterprise buyers.
- **Velocity & Innovation**: Engineering team delivers meaningful features every few days, not weeks, enabling rapid iteration.

## Strategic Focus
- **Enterprise Scale & Platform Depth**: Deepening integrations with enterprise tooling (LMS, security suites) and expanding video product suite (Avatars, Agents, skill development).
- **Global Localization**: Strengthening 160+ language support and 1-click translation to serve multinational enterprises.
- **AI Ethics & Trust**: Maintaining a dedicated ethics team and proactive AI policy engagement to stay ahead of regulation and build customer trust.
- **Product Expansion**: Moving from video creation to a broader "visual communication" platform including AI Agents and analytics-driven optimization.
- **Talent Acquisition**: Scaling the global team across engineering, research, and go-to-market functions, with a focus on high-velocity engineering culture.

## Why Work Here
- **Global & Remote-First Culture**: Team spans 26+ countries. Offices in London and NYC, with remote work flexibility. Roughly 80% of London HQ staff are immigrants, fostering a diverse, international environment.
- **High-Velocity Engineering**: Engineers deliver meaningful features every few days (no long releases). Minimal meetings and SCRUM ceremonies — a focus on building and shipping.
- **Growth & Ownership**: Real ownership from day one. Clear progression paths, annual learning budget, access to courses and conferences.
- **People-First & AI Ethics**: 10% of team dedicated to AI safety. Strong emphasis on work-life balance with competitive compensation, PTO, and benefits.
- **H-1B Friendly**: CEO Victor Riparbelli has publicly highlighted that the London office provides a strong alternative to US visa uncertainty, with ~80% of staff being immigrants.
- **Top-Tier Team**: Founders and engineering leadership from Stanford, Cambridge, UCL, TUM, and top tech companies.

## Sources
1. [synthesia.io/about](https://www.synthesia.io/about)
2. [synthesia.io](https://www.synthesia.io/)
3. [synthesia.io/careers](https://www.synthesia.io/careers)
4. [linkedin.com/company/synthesia-technologies](https://uk.linkedin.com/company/synthesia-technologies)
5. [pitchbook.com/profiles/company/267090-49](https://pitchbook.com/profiles/company/267090-49)
6. [linkedin.com/posts/steffentjerrild](https://www.linkedin.com/posts/steffentjerrild_probably-the-milestone-im-most-proud-of-activity-7317848922612224001-UuZ1)
7. [linkedin.com/posts/victorriparbelli](https://www.linkedin.com/posts/victorriparbelli_h-1bs-are-causing-a-lot-of-uncertainty-right-activity-7375861659610836993-UULl?utm_source=share&utm_medium=member_desktop&rcm=ACoAABVaNoYBu2QiVriT0MMLe-cbAPv2sPNI2cA)

## Other roles at Synthesia

- [Solutions Engineer - French Speaker](https://feeny.ai/job/solutions-engineer-french-speaker-synthesia-paris-36s0erwe094e) — Paris, France
- [Research Scientist - Interactive Avatars](https://feeny.ai/job/research-scientist-interactive-avatars-synthesia-europe-5gnehjdcbtf1) — Europe
- [Staff Research Scientist- Interactive Avatars](https://feeny.ai/job/staff-research-scientist-interactive-avatars-synthesia-europe-cs4zc23j0t6b) — Europe
- [Deal Strategy Specialist](https://feeny.ai/job/deal-strategy-specialist-synthesia-new-york-027emt4c4b80) — New York, NY
- [Product Manager, New Product Bet (Principal-level)](https://feeny.ai/job/product-manager-new-product-bet-principal-level-synthesia-london-6b0n3xy2wpz3) — London, United Kingdom
- [Senior Engineering Manager, Agents Platform](https://feeny.ai/job/senior-engineering-manager-agents-platform-synthesia-europe-p5dv82wdpdb0) — Europe
- [Senior Sales Operations Analyst](https://feeny.ai/job/senior-sales-operations-analyst-synthesia-new-york-q3sgjxjnh55d) — New York, NY
- [Product Designer, Generative Media (Staff-Level / L6)](https://feeny.ai/job/product-designer-generative-media-staff-level-l6-synthesia-london-mnz8vkq22ee2) — London, United Kingdom
- [Product Manager, Interactive Avatars (Staff/Principal-level)](https://feeny.ai/job/product-manager-interactive-avatars-staff-principal-level-synthesia-seattle-xqpv2xn63fef) — Seattle, WA
- [Solutions Engineering Manager](https://feeny.ai/job/solutions-engineering-manager-synthesia-new-york-0pvrmw3hsrkt) — New York, NY