Scale Customer Success Manager

Summary

Join Postman as a Customer Success Manager and help our rapidly growing customer base achieve their goals. You will manage a large portfolio of customers, employing both 1:1 and 1:Many strategies to drive adoption and value realization. Leverage data signals to identify opportunities and proactively address risks. Collaborate with Sales, Renewals, and Product teams to ensure seamless customer experiences. Continuously improve your approach and contribute to shaping the future of Customer Success at Postman. This remote role, preferably based on the East Coast, is ideal for ambitious and adaptable individuals passionate about technology and customer outcomes. You will be part of a team that values innovation, fast learning, and continuous improvement.

Requirements

• 3+ years in Customer Success and a technical, customer-facing role (e.g., Technical Account Manager, Solutions Engineer, Developer Advocate, or Implementation Specialist)
• Proven ability to guide technical audiences (especially developers or API users), drive strategic customer outcomes, and enable change management within customer organizations to support broader adoption of new workflows and tools like Postman
• Comfortable balancing 1:1 and 1:Many strategies depending on customer needs
• Skilled at adapting playbooks, engagement plans, and messaging to fit evolving goals across your portfolio
• Confidence in using customer usage data to guide your strategy, identify adoption gaps, and spot new opportunities for growth
• Strong verbal and written communication skills
• Able to translate technical workflows into clear, actionable guidance for technical and business audiences alike
• Resourceful, solution-oriented, and resilient
• Comfortable experimenting with new strategies and learning from outcomes in a fast-paced environment
• Fluent in developer workflows and technical concepts (APIs, CI/CD, OAuth, Git, etc.)
• Able to connect technical functionality to business outcomes and guide customers at different technical levels
• Experienced at managing projects across teams, aligning timelines, stakeholders, and deliverables to drive initiatives forward
• A champion for customer needs internally
• Skilled at surfacing insights that lead to product improvements, better customer experiences, and success stories
• Knowledgeable about the SaaS, DevTools, or API platform ecosystem
• Understands the unique challenges and opportunities of working with technical users and developer-led adoption models
• Bachelor’s degree in Computer Science, Engineering, Business, Marketing, Communication, Information Technology, or a related field
• Equivalent practical experience also considered

Responsibilities

• Help customers succeed by driving adoption, value realization, and growth across a dynamic portfolio. You’ll focus on targeted engagements based on customer signals, combining strategic 1:1 conversations with smart 1:Many approaches where they can make the biggest impact
• Review surfaced customer signals to identify adoption risks, engagement gaps, and opportunities for deeper platform usage. Take thoughtful, proactive steps to strengthen adoption, expand use cases, and drive long-term customer success with Postman
• Work closely with Sales to expand use cases and identify new opportunities. Partner with Renewals to support on-time contract renewals. Share customer insights with Product to reduce friction and help influence the roadmap. Ensure customer context and updates are accurately captured to support seamless collaboration across teams
• Drive continuous improvement by embracing change as part of how we operate and grow. You'll experiment with new approaches, adapt quickly based on what you learn, and help shape better ways to deliver customer success at scale

Benefits

• Full medical coverage
• Flexible PTO
• Wellness reimbursement
• A monthly lunch stipend
• Wellness programs
• Creche allowance
• Donation-matching program