Senior Manager Enterprise Customer Success

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 global customer base is growing faster than ever. We are looking for an experienced leader to spearhead the expansion and scaling of our Customer Success program in international markets. You will play a pivotal role in helping Postman understand and capitalize upon the unique opportunities presented by the EMEA and APAC markets.

You will own the post-sales process for our Enterprise customer segment, from initial customer onboarding to full-scale adoption, and have ultimate responsibility for renewal. You'll be supported by many 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 an experienced leader passionate about defining global strategies and helping high-growth organizations build operations outside of North America.

What You'll Do

• Team Building & Leadership: Define, hire and manage a team of high-performing Customer Success Managers to meet incoming demand. You will also manage a team of existing experienced Customer Success Managers.
• Champion for International Regions: Lead efforts to adapt the existing product and operating model to meet the unique needs of each major region under your leadership. This includes adjusting hiring profiles, developing new playbooks, and adjusting success criteria as appropriate.
• Strategic Expansion Planning: Develop and execute a clear, actionable plan for expanding our Customer Success program in each region. Demonstrate clear alignment with our focus on maximizing Gross Renewal Rate and Net Revenue Retention. 
• Data-Driven Strategy: Incorporate usage patterns, market data, customer feedback, and success metrics to guide your decisions and measure progress against goals.
• Cross-functional Leadership: Foster strong relationships with key stakeholders, especially in-region counterparts. Collaborate with our Sales organization to expand use cases & uncover opportunities. Partner with our Customer Education team to build out 1:many enablement programs to help scale. 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 & overall industry trends. Foster relationships with priority customers, understanding their needs and objectives to ensure their success with our products.

About You

• Proven Post-Sales Leadership: 3+ years building and leading Customer Success or similar teams in a B2B SaaS environment, with a demonstrated track record of maintaining high performance during periods of high growth.
• Strategic Planning: Strong strategic planning and execution skills, with the ability to navigate the complexities of entering new markets. Demonstrated experience leveraging data to make informed decisions on improving 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. Experiments and iterates on new strategies and tools to achieve Customer Success goals.
• Region Building Experience: Deep understanding of cultural, legal, and business landscapes outside of North America, especially EMEA markets. Proven track record of helping organizations scale programs internationally. Experience advocating for product and organizational changes to meet market needs (ex. localization of the product).
• Customer Success Background: Deep understanding of the post-sale lifecycle (onboarding, adoption, value realization, advocacy and renewal), with a focus on developing both high-touch and one:Many strategies to support a diverse customer base.
• Communication Excellence: Outstanding communication and interpersonal skills, capable of influencing and building consensus across cultures and organizational levels.
• Analytical Proficiency: A strong analytical background with experience leveraging qualitative and quantitative data to make informed decisions in international contexts.
• Language Skills: In addition to English, fluency in French or German is highly desirable.
• Industry Expertise: Deep knowledge of the technology and SaaS landscape, with specific experience in API development and management tools. Understanding of the challenges and opportunities within the industry that Postman operates.
• Educational Background: Bachelor's degree in Computer Science, Engineering, Business, Marketing, Communication, Information Technology, or related fields.

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.

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