Director, Customer Success Operations

<div class="content-intro"><h2><strong>Who Are We?</strong></h2> <p>Postman is the world’s leading API platform, used by more than 45 million+ developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster.</p> <p>The company is headquartered in San Francisco and has offices in Boston, New York, Austin, Tokyo, London, and Bangalore - where Postman was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on X via @getpostman.</p> <p>P.S: We highly recommend reading <a href="https://api-first-world.com/">The "API-First World" graphic novel</a> to understand the bigger picture and our vision at Postman.</p></div><h2><strong>The Opportunity</strong></h2> <p>Postman’s customer base spans millions of developers and thousands of enterprise organizations.</p> <p>To support this growth, we are investing in operational systems that allow our Customer Success teams to manage the customer lifecycle with clarity and precision.</p> <p>The <strong>Customer Success Operations leader</strong> will design the operational frameworks that power our post-sales organization, and reports directly to the Head of GTM Operations.</p> <h2><strong>What You’ll Do</strong></h2> <h3><strong>Customer Lifecycle Infrastructure</strong></h3> <p>Design scalable processes that support the entire customer lifecycle, including:</p> <ul> <li>Onboarding</li> <li>Adoption and engagement</li> <li>Expansion opportunity identification</li> <li>Retention and churn management</li> </ul> <h3><strong>Customer Systems & Tooling</strong></h3> <p>Own the operational systems supporting the Customer Success organization.</p> <p>This includes:</p> <ul> <li>CS platforms</li> <li>CRM workflows</li> <li>Product usage integrations</li> <li>Lifecycle segmentation infrastructure</li> <li>You will partner closely with the <strong>GTM Systems team</strong> to ensure reliable data flows between systems.</li> </ul> <h3><strong>Customer Data & Health Frameworks</strong></h3> <p>Develop the systems that allow Postman to understand customer engagement and risk.</p> <p>You will build frameworks for:</p> <ul> <li>Customer health scoring</li> <li>Life