Director, Customer Success Operations

Who Are We? Postman is the world’s leading API platform, used by more than 45 million+ developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster. The company is headquartered in San Francisco and has offices in Boston, New York, Austin, Tokyo, London, and Bangalore - where Postman was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on X via @getpostman. P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman. The Opportunity Postman’s customer base spans millions of developers and thousands of enterprise organizations. To support this growth, we are investing in operational systems that allow our Customer Success teams to manage the customer lifecycle with clarity and precision. The Customer Success Operations leader will design the operational frameworks that power our post-sales organization, and reports directly to the Head of GTM Operations. What You’ll Do Customer Lifecycle Infrastructure Design scalable processes that support the entire customer lifecycle, including: onboarding adoption and engagement expansion opportunity identification retention and churn management Customer Systems Tooling Own the operational systems supporting the Customer Success organization. This includes: CS platforms CRM workflows product usage integrations lifecycle segmentation infrastructure You will partner closely with the GTM Systems team to ensure reliable data flows between systems. Customer Data Health Frameworks Develop the systems that allow Postman to understand customer engagement and risk. You will build frameworks for: customer health scoring lifecycle segmentation expansion opportunity detection Expansion Retention Infrastructure Work closely with Sales, Renewals, and Customer Success leaders to ensure expansion and retention opportunities are operationally supported. Customer Insight Analytics Partner closely with Postman’s GTM Strategy and BI teams to ensure customer data drives strategic insight into retention and expansion performance. About You We are looking for an operational leader who understands how to build the infrastructure that enables Customer Success teams to deliver meaningful customer outcomes. You combine strong operational design skills with a deep understanding of the customer lifecycle and how SaaS companies drive retention, adoption, and expansion. Ideal candidates will have: 10+ years of experience in Customer Success Operations, Revenue Operations, or post-sales operational leadership roles Experience supporting Customer Success organizations at high-growth SaaS companies with enterprise and product-led motions Deep understanding of customer lifecycle management, including onboarding, adoption, retention, and expansion Experience implementing and managing Customer Success platforms and CRM integrations Experience building customer health scoring frameworks, lifecycle segmentation models, and engagement tracking systems Strong familiarity with product usage data and customer engagement signals, and how these inputs inform retention strategies Experience partnering with Sales, Product, and Support organizations to improve the end-to-end customer experience Proven ability to build operational processes that support both customer retention and expansion revenue Skills Competencies Strong analytical mindset with the ability to translate customer data into actionable operational insight Systems thinker who can design scalable infrastructure for the customer lifecycle Strong cross-functional leadership skills and credibility wit ... (truncated, view full listing at source)