Senior Manager, Scale Customer Success - Remote

Who Are We?

Postman is the world's leading collaboration platform for API development. Postman's features simplify each step of building an API & streamline collaboration to help create better APIs—faster. More than 30 million developers & 500,000 organizations worldwide use Postman today. After receiving Series D funding in 2021 & releasing our biggest & best version ever of Postman in September 2022, we continue to strive humbly towards our mission of 100 million connected developers & serving companies as they seek to innovate in an API-first world. 

P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture & our vision at Postman.

The Opportunity

Our customer base is growing faster than ever. We are looking for an experienced leader to define, build and manage a scaled Customer Success program at Postman. You will be instrumental in building a team from the ground up, implementing new tooling, and leveraging analytical insights to retain and grow our customer base.

You will own the post-sales process for this customer segment, from initial customer onboarding to full-scale adoption, and have ultimate responsibility for renewal. You'll be supported by all other Postman teams - from sales and engineering, to product management, data science, and our executives - to ensure our customers achieve value from their usage of Postman. 

This role is perfect for a visionary leader passionate about creating scalable solutions to enhance customer engagement, satisfaction and retention.

This is a remote role based in EMEA, or the East Coast (North America). 

What You’ll Do

• Program & Team Building: Define and build a scaled Customer Success program to help us execute our strategic goals and delight our customers. This includes hiring, developing playbooks, establishing success criteria, and tailoring our customer journey to meet the needs of our smaller customers.
• Systems Implementation & Optimization: Evaluate, select, and implement tools and systems to support scalable, data-driven customer engagement strategies. In partnership with our Operations team, you will guide the configuration of these tools to optimize team efficiency and customer insight gathering.
• Data-Driven Strategy: Harness the power of data analytics to drive strategic decisions and continuous improvement. Lead A/B testing initiatives to refine customer success strategies, enhance customer experiences, and increase retention rates. Develop metrics and dashboards to monitor team performance and customer health scores.
• Cross-functional Leadership: Collaborate with our Customer Education team to build out 1:many enablement programs. Partner with our Sales organization to expand use cases & uncover opportunities. Work with our Renewals team to ensure on-time contract renewals for annual customers. Equip our Product team with insights so they can reduce customer friction.
• Product Expertise & Customer Engagement: Develop and maintain product expertise, including best practices & our 1:Many enablement resources (knowledge base content, webinars, etc.). Foster relationships with priority customers, understanding their needs and objectives to ensure their success with our products. 

About You

• Proven Leadership: 3+ years leading Customer Success or similar teams in a SaaS environment, with a track record of building teams from the ground up.
• Analytical Skills: Strong analytical and problem-solving skills, with experience in A/B testing, data analysis, and making data-driven decisions to improve Customer Success outcomes.
• Problem Solving & Adaptability: Skilled at problem-solving, decision-making, and ability to navigate challenging situations professionally. Comfortable in a fast-paced, evolving environment. Open to experimenting with new strategies and tools to achieve Customer Success goals.
• Systems Expertise: Hands-on experience with Customer Success and CRM tools. Demonstrated ability to lead tool implementation or significant configuration projects.
• Communication Excellence: Effective communication and interpersonal skills, with the ability to influence at all levels within the organization.
• Customer Success Background: Deep understanding of the post-sale lifecycle (onboarding, adoption, value realization, advocacy and renewal), with a focus on developing scalable strategies to support a large customer base. Highly customer-centric.

Our Values

At Postman, we create with the same curiosity that we see in our users. We value transparency & 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.

What Else?

Postman has an informal and fun working team environment. We believe in a hybrid workplace, and although this role is remote, there will be opportunities for you to meet and collaborate with teammates from around the globe. We offer a competitive salary and equity package, comprehensive medical, dental, and vision insurance, and cool perks. Our employees enjoy unlimited PTO because we believe everyone should take the time off needed to refresh, relax, and reflect. Our wellness program offers fitness-related reimbursements, a meal stipend, home office set-up reimbursement, internet reimbursement, book reimbursements for professional development, and a training platform for continued learning and education for personal growth. Also, our donation-matching program can support causes you care about. We’re creating a long-term company, and we want you to be part of it. Join us and become a Postmanaut!

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 Web site 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.

Postman will consider for employment qualified applicants with arrest and conviction records where directed under applicable law, such as pursuant to the San Francisco Fair Chance Ordinance.