The Opportunity 

Our customer base is growing faster than ever! We’re looking for Customer Success Managers who thrive in a dynamic environment and are passionate about driving customer engagement at scale.

In this role, you will be instrumental in managing a large portfolio of customers, leveraging both 1:1 and 1:Many channels to ensure our users achieve and exceed their goals with our platform. This position is perfect for ambitious and adaptable individuals eager to push the boundaries of traditional customer success.

This role is perfect for a tech-savvy professional with a passion for Customer Success. Ideal candidates are strategic thinkers with proven track records of nurturing customer relationships, driving rapid adoption, expanding use cases, and delivering spectacular customer outcomes.

*This is a remote role based in the US on the East Coast.

What You’ll Do

• Scalable Account Strategy:Design and execute scalable success plans that drive rapid adoption, value realization, and loyalty across a large and diverse customer base. Balance one:Many enablement programs with strategic 1:1 engagements. Act as advisors to customers to ensure they’re leveraging Postman effectively.
• Proactive Portfolio Management: Monitor customer data to identify emerging opportunities and risks. Engage with customers through regular check-ins, encouraging continuous engagement and utilization of the platform to its fullest potential.
• Cross-Functional Collaboration:Collaborate 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. Ensure our CRM is detailed and accurate.
• Continuous Learning and Improvement:Embrace a culture of experimentation and continuous improvement, testing new approaches to customer engagement and success at scale. Stay abreast of industry trends and best practices to ensure Postman remains at the forefront of customer success.

About You 

• Experienced Professional:3+ years of experience in Customer Success, preferably for companies in the development tooling space. Demonstrated ability to manage large volumes of customers through scalable programs.
• Strategic Flexibility: Comfortable leveraging both 1:1 and 1:Many strategies to support a diverse customer base. Ability to think critically about how to scale engagement without sacrificing the quality of the customer experience. Experience tailoring playbooks and collateral based on the changing needs of their portfolio.
• Analytical Skills: Aptitude for analyzing customer usage data to inform decisions, identify opportunities for use case expansion, and contribute to product improvement.
• Communication Excellence:Outstanding verbal and written communication abilities, along with a knack for building strong relationships with customers and internal stakeholders. This includes the capacity to listen actively, empathize, and engage with diverse audiences.
• Problem Solving & Adaptability:Skilled at problem-solving, decision-making, and ability to navigate challenging situations professionally. Quick learner; comfortable in a fast-paced, evolving environment. Open to experimenting with new strategies and tools to achieve Customer Success goals.
• Technical Acumen & Translation:Ability to grasp complex product functionalities and articulate them to customers of varying technical levels. Comfortable communicating technical requirements into business outcomes, and vice versa.
• Project Management Skills:Experience leading cross-functional projects, demonstrating the ability to manage timelines, resources, and stakeholder expectations effectively.
• Customer Advocacy:A history of acting as a customer advocate, influencing product development and operational changes to meet customer needs and enhance their success. In addition, has a history of partnering with customers to turn their success stories into public case studies.
• 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.