Director, Customer Success Operations

Responsibilities

• Design scalable processes that support the entire customer lifecycle, including: Onboarding
• Own the operational systems supporting the Customer Success organization. This includes: CS platforms CRM workflows
• Develop the systems that allow Postman to understand customer engagement and risk.

Requirements

• 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.
• You will partner closely with the GTM Systems team to ensure reliable data flows between systems. Customer Data & Health Frameworks
• 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.
• 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

Experience