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Head of Customer Journey Operations

San Francisco, California, United States

Who Are We?

Postman is the world’s leading API platform, used by more than 40 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.

The company is headquartered in San Francisco and has offices in Boston, New York, 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.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman.

The Opportunity

We are seeking an experienced and strategic Head of Customer Journey Operations to lead the design, optimization, and execution of our customer journey across the go-to-market (GTM) organization. This role will serve as a critical bridge between Sales, Customer Success and Marketing, ensuring operational alignment, scalability, and exceptional customer experiences.

Key Responsibilities

  • Develop and own the end-to-end customer journey, driving consistency, efficiency, and measurable business outcomes.

  • Partner with GTM leadership to establish operating rhythms, forecasting, and performance frameworks that enable predictable revenue growth.

  • Lead the design, implementation, and optimization of GTM processes to improve conversion, retention, and expansion.

  • Provide strategic insights through data-driven analysis, reporting, and dashboards for executive decision-making.

  • Build, lead, and mentor a high-performing operations team.

  • Foster cross-functional collaboration with Finance, Product, and other key stakeholders.

Qualifications

  • Minimum of 7+ years of experience in Revenue Operations, GTM Operations, or Sales/Customer Operations at a SaaS company.

  • Demonstrated success in supporting scalable growth at high-growth SaaS companies.

  • Proven team leadership and management experience.

  • Strong analytical, strategic, and process optimization skills.

  • Excellent communication and stakeholder management capabilities.

Preferred Qualifications

  • Prior startup experience in building and scaling GTM operations.

  • Experience with GTM or Sales Strategy.

  • Background spanning both Sales Operations and Customer Operations.

The reasonably estimated OTE for this role is $195,000.00 to $215,000.00 plus a competitive equity package. Actual compensation is based on the candidate's skills, qualifications, and experience.

What Else?

In addition to Postman's pay-on-performance philosophy, and a flexible schedule working with a fun, collaborative team, Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Along with that, our wellness programs will help you stay in the best of your physical and mental health. Our frequent and fascinating team-building events will keep you connected, while our donation-matching program can support the causes you care about. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves. 

At Postman, we embrace a hybrid work model. For all roles based out of San Francisco Bay Area, Boston, Bangalore, Hyderabad, and New York, employees are expected to come into the office 3-days a week. We were thoughtful in our approach which is based on balancing flexibility and collaboration and grounded in feedback from our workforce, leadership team, and peers. The benefits of our hybrid office model will be shared knowledge, brainstorming sessions, communication, and building trust in-person that cannot be replicated via zoom.

Our Values

At Postman, we create with the same curiosity that we see in our users. We value transparency and honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.

Equal opportunity

Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.

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