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 OpportunityPostman’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 DoCustomer Lifecycle InfrastructureDesign scalable processes that support the entire customer lifecycle, including:OnboardingAdoption and engagementExpansion opportunity identificationRetention and churn managementCustomer Systems & ToolingOwn the operational systems supporting the Customer Success organization.This includes:CS platformsCRM workflowsProduct usage integrationsLifecycle segmentation infrastructureYou will partner closely with the GTM Systems team to ensure reliable data flows between systems.Customer Data & Health FrameworksDevelop the systems that allow Postman to understand customer engagement and risk.You will build frameworks for:Customer health scoringLifecycle segmentationExpansion opportunity detectionExpansion & Retention InfrastructureWork closely with Sales, Renewals, and Customer Success leaders to ensure expansion and retention opportunities are operationally supported.Customer Insight & AnalyticsPartner closely with Postman’s GTM Strategy and BI teams to ensure customer data drives strategic insight into retention and expansion performance.About YouWe 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 rolesExperience supporting Customer Success organizations at high-growth SaaS companies with enterprise and product-led motionsDeep understanding of customer lifecycle management, including onboarding, adoption, retention, and expansionExperience implementing and managing Customer Success platforms and CRM integrationsExperience building customer health scoring frameworks, lifecycle segmentation models, and engagement tracking systemsStrong familiarity with product usage data and customer engagement signals, and how these inputs inform retention strategiesExperience partnering with Sales, Product, and Support organizations to improve the end-to-end customer experienceProven ability to build operational processes that support both customer retention and expansion revenueSkills & CompetenciesStrong analytical mindset with the ability to translate customer data into actionable operational insightSystems thinker who can design scalable infrastructure for the customer lifecycleStrong cross-functional leadership skills and credibility with Customer Success leadershipAbility to balance operational rigor with customer-centric thinkingComfortable leading transformation initiatives in evolving post-sales organizationsWhat Else?In addition to Postman's pay-on-performance philosophy, and a flexible schedule working with a fun, collaborative team, Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Along with that, our wellness programs will help you stay in the best of your physical and mental health. Our frequent and fascinating team-building events will keep you connected, while our donation-matching program can support the causes you care about. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves. At Postman we value in person collaboration. We are in office 5 days a week for all roles based out of our hubs in San Francisco Bay Area, Boston, Austin, New York City, Tokyo and London. For roles based in Bangalore, employees currently work in the office three days a week and will transition to five days per week by the end of the year. We were thoughtful in our approach which is based on collaboration and grounded in feedback from our workforce, leadership team, and peers. The benefits of our in office model will be shared knowledge, brainstorming sessions, communication, and building trust in-person that cannot be replicated via zoom.Our ValuesAt Postman, we create with the same curiosity that we see in our users. We value transparency and honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.Equal opportunityPostman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.