Director, Customer Success 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
• 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.
• 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

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