Head of Services & Success Operations

Head of Services & Success Operations

Customer Solutions · Reports to Head of GTM Operations · San Francisco, CA (Hybrid) · Full-Time

About Postman

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.

The Customer Solutions Org

Customer Solutions runs four functions:

• Customer Success — developer-forward CSEs; technical depth over relationship management
• Professional Services — accelerating outcomes through repeatable, monetized programs
• Solutions Engineering — technical depth in the sales cycle; handoff design is part of this ops role
• Product Support — inbound; health signals that feed risk models

This role is the operational connective tissue across all four.

The CS Transformation We're Running

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.

What You'll Drive

Operating Model & Metrics

• In conjunction with CS, PS, and SE functional leadership, define and socialize the operating model across Customer Solutions
• Drive the measurement framework — onboarding, activation, adoption, value realization, retention, expansion — and the operating rhythm that keeps functional leaders accountable to it
• Surface PS-specific metrics including delivery quality, time to value, attach rate, and margin

Customer Lifecycle Infrastructure

• 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
• Build and iterate onboarding playbooks for high-touch enterprise, scaled mid-market, and PLG-originated converting accounts
• Develop churn mitigation playbooks, expansion triggers, and risk escalation protocols
• 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

AE Enablement & Renewals Alignment

Postman's Account Executives own the full customer lifecycle, including renewal and expansion.

• Partner with Sales and Sales Operations to define clear role-and-responsibility boundaries between AEs, CSEs, and PS
• 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
• 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

Systems, Tooling & AI

You will not own the GTM systems team, but you will be the primary product manager and demand-side partner for the systems that serve Customer Solutions.

• Own the CS/PS tooling roadmap — Rocketlane (assess whether it scales), CSE tooling, Zendesk for Support
• Evaluate and implement customer health scoring infrastructure, ensuring data flows reliably from product, support, and CRM
• Identify and prioritize AI applications in CS and PS workflows — automated health signal interpretation, AI-assisted playbook execution, intelligent ticket routing
• Bring a grounded perspective — distinguish high-value AI opportunities from noise

About You

Experience

• 10+ years in Customer Success Operations, Revenue Operations, or post-sales operations, spanning both CS and PS/Services, with 5+ years in leadership
• Track record of defining operating models, not just executing them — you've taken ambiguous org structures and added clarity, metrics, and rhythm
• Experience supporting orgs that run multiple CS models simultaneously: technical/non-technical, high-touch/scaled, PLG-originated and enterprise
• Strong point of view on CS/PS tooling; familiarity with Rocketlane, Zendesk, Gainsight or equivalents a plus

Leadership & Influence

• Peer-level conversation with functional VPs (CS, PS, SE) that is credible, challenging, and useful
• Ability to build a business case for the CRO with motivations and numbers
• Enough cross-company pattern recognition to have a mental model of what good looks like — and the instinct to push back constructively with something better

Compensation

The salary range for this role is $250,000-300,000 plus a competitive equity package. Actual compensation is based on the candidate's skills, qualifications, and experience.

Competencies

Operating model design · Metrics & analytics · Cross-functional credibility · Change leadership · AI fluency · Tooling judgment