Director, Customer Success Operations

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 with Customer Success leadership
• Ability to balance operational rigor with customer-centric thinking
• Comfortable leading transformation initiatives in evolving post-sales organizations