Head of Services & Success Operations at Postman

<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><h1>Head of Services & Success Operations</h1> <p><strong>Customer Solutions · Reports to Head of GTM Operations · San Francisco, CA (Hybrid) · Full-Time</strong></p> <h2>About Postman</h2> <p>Postman is the world's leading API platform, with 45M+ developers and 500K+ organizations — including 98% of the Fortune 500. We run a dual motion: bottoms-up product-led growth and a top-down enterprise sales org. The tension between those two motions — and the opportunity to design the operating model that bridges them — is exactly what makes this role interesting.</p> <h2>The Customer Solutions Org</h2> <p>Customer Solutions runs four functions:</p> <ul> <li><strong>Customer Success</strong> — developer-forward CSEs; technical depth over relationship management</li> <li><strong>Professional Services</strong> — accelerating outcomes through repeatable, monetized programs</li> <li><strong>Solutions Engineering</strong> — technical depth in the sales cycle; handoff design is part of this ops role</li> <li><strong>Product Support</strong> — inbound; health signals that feed risk models</li> </ul> <p>This role is the operational connective tissue across all four.</p> <h2>The CS Transformation We're Running</h2> <p>We're moving from a traditional enterprise CS model built on relationship management and QBRs to a developer-forward motion that prioritizes technical depth at the right moments across the full customer lifecycle. This role, in conjunction with GTM leadership, is the architect of that operating model.</p> <h2>What You'll Drive</h2> <h3>Operating Model & Metrics</h3> <ul> <li>In conjunction with CS, PS, and SE functional leadership, define and socialize the operating model across Customer Solutions</li> <li>Drive the measurement framework — onboarding, activation, adoption, value realization, retention, expansion — and the operating rhythm that keeps functional leaders accountable to it</li> <li>Surface PS-specific metrics including delivery quality, time to value, attach rate, and margin</li> </ul> <h3>Customer Lifecycle Infrastructure</h3> <ul> <li>In conjunction with Sales and CS leadership, design the post-sale handoff model — including Mutual Delivery Plans that surface implementation milestones and role clarity before close</li> <li>Build and iterate onboarding playbooks for high-touch enterprise, scaled mid-market, and PLG-originated converting accounts</li> <li>Develop churn mitigation playbooks, expansion triggers, and risk escalation protocols</li> <li>Define the Engagement Manager program concept — scoping the role and designing the model (1:few for enterprise, data-driven for the long tail) — and partner with CS functional leadership on implementation</li> </ul> <h3>AE Enablement & Renewals Alignment</h3> <p>Postman's Account Executives own the full customer lifecycle, including renewal and expansion.</p> <ul> <li>Partner with Sales and Sales Operations to define clear role-and-responsibility boundaries between AEs, CSEs, and PS</li> <li>Build the signal infrastructure that gives AEs actionable intelligence — churn risk, expansion propensity, recommended next action — based on product usage, support trends, and engagement data</li> <li>Treat Renewals Operations as a co-owner of the at-risk customer process: align on early warning thresholds, escalation paths, and intervention timing before renewal windows open</li> </ul> <h3>Systems, Tooling &am

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