Director, Customer Success Operations

Postman
San Francisco
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Analytical thinking","Cross-functional leadership","Customer-centric","Systems thinking","Transformation leadership"]

Senior-level operator leading the design and optimization of Postman’s post-sales lifecycle. Builds scalable processes, systems, and data flows for onboarding, adoption, retention, and expansion; owns CS platforms and CRM integrations; partners with GTM Systems and BI teams to drive retention and expansion through health scoring and lifecycle segmentation.

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Postman
Postman
4 months ago

Director, Customer Success Operations

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Job Summary

Senior-level operator leading the design and optimization of Postman’s post-sales lifecycle. Builds scalable processes, systems, and data flows for onboarding, adoption, retention, and expansion; owns CS platforms and CRM integrations; partners with GTM Systems and BI teams to drive retention and expansion through health scoring and lifecycle segmentation.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Design scalable processes that support the entire customer lifecycle, including onboarding, adoption, expansion opportunity identification, retention and churn management.
  • •Own the operational systems supporting the Customer Success organization, including CS platforms, CRM workflows, product usage integrations, and lifecycle segmentation infrastructure.
  • •Partner closely with the GTM Systems team to ensure reliable data flows between systems.
  • •Develop systems that allow Postman to understand customer engagement and risk, including health scoring, lifecycle segmentation, and expansion opportunity detection.
  • •Work with Sales, Renewals, and Customer Success leaders to ensure expansion and retention opportunities are operationally supported.

Pay and Benefits

Perks:Health InsurancePaid LeaveWellness StipendMeal Allowance

Key Requirements

  • •10+ years of experience in Customer Success Operations, Revenue Operations, or post-sales operational leadership roles.
  • •Experience supporting CS 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.
Experience:10+ yearsSaaSCustomer SuccessRevenue Operations
Skills:Analytical thinkingCross-functional leadershipCustomer-centricSystems thinkingTransformation leadership
Languages:English

Company Brief

Postman
Provides a collaborative API development platform enabling design, testing, documentation, and monitoring of APIs. Widely used by developers and teams to streamline API workflows across development and testing lifecycles.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2014
WebsiteLinkedIn