Scale Customer Success Manager

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’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 UK. 

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: 5+ 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.

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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