# Director, Customer Success Operations

**Company:** [Postman](https://hotfix.jobs/companies/postman)
**Location:** San Francisco, CA, Boston, MA, New York, NY, Austin, TX
**Role:** Customer Success
**Experience:** 10+ years
**Skills:** Customer Success Platforms, CRM, Customer Health Scoring, Lifecycle Segmentation, Product Usage Analytics, Crm Integrations, BI Tools, Salesforce, HubSpot, Gainsight
**Posted:** 2026-03-25

> Leads design of operational frameworks for Customer Success, including lifecycle processes, systems, health scoring, and analytics to drive retention and expansion in a high-growth SaaS environment. Requires 10+ years in CS Ops or RevOps with deep expertise in customer engagement signals.

## Job Description

## 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

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