layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Director, Customer Success Strategy and Operations at Synthesia | LAYIQ

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.

Director, Customer Success Strategy and Operations

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