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Postman is the world's leading API platform, used by 45+ million developers and 500,000 organizations including 98% of the Fortune 500. The company is headquartered in San Francisco with offices in Boston, New York, Austin, Tokyo, London, and Bangalore.
As Director of Customer Success Operations, you will design and lead the operational frameworks that power Postman's post-sales organization, reporting directly to the Head of GTM Operations. This is a strategic leadership role focused on building scalable infrastructure to support the entire customer lifecycle.
Key responsibilities include:
**Customer Lifecycle Infrastructure**: Design scalable processes supporting onboarding, adoption and engagement, expansion opportunity identification, and retention/churn management across millions of developers and thousands of enterprise organizations.
**Customer Systems & Tooling**: Own operational systems for the Customer Success organization, including CS platforms, CRM workflows, product usage integrations, and lifecycle segmentation infrastructure. Partner with the GTM Systems team to ensure reliable data flows.
**Customer Data & Health Frameworks**: Develop systems for customer health scoring, lifecycle segmentation, and expansion opportunity detection that enable Postman to understand customer engagement and risk.
**Expansion & Retention Infrastructure**: Work closely with Sales, Renewals, and Customer Success leaders to operationally support expansion and retention opportunities.
**Customer Insight & Analytics**: Partner with GTM Strategy and BI teams to ensure customer data drives strategic insight into retention and expansion performance.
You should have 10+ years in Customer Success Operations, Revenue Operations, or post-sales operational leadership at high-growth SaaS companies with both enterprise and product-led motions. Deep expertise in customer lifecycle management, CS platform implementation, CRM integrations, health scoring frameworks, and lifecycle segmentation is essential. You combine strong operational design skills with analytical rigor, systems thinking, and cross-functional leadership credibility.
