Customer Success Manager

Summary

Join Postman as a Customer Success Manager and play a key role in driving customer engagement for our rapidly growing user base. You will manage a large portfolio of customers, utilizing both individual and group strategies to ensure they achieve their goals with our platform. This remote, East Coast US-based position requires a strategic mindset and proven success in nurturing customer relationships, driving adoption, and expanding use cases. The ideal candidate is tech-savvy, possesses strong analytical and communication skills, and thrives in a fast-paced environment. You will collaborate with various teams, including Sales, Renewals, and Product, to ensure customer success and contribute to product improvement. This role offers the opportunity to make a significant impact on a leading API development platform.

Requirements

• 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
• 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
• Aptitude for analyzing customer usage data to inform decisions, identify opportunities for use case expansion, and contribute to product improvement
• 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
• 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
• 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
• Experience leading cross-functional projects, demonstrating the ability to manage timelines, resources, and stakeholder expectations effectively
• 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
• 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
• Bachelor's degree in Computer Science, Engineering, Business, Marketing, Communication, Information Technology, or related fields

Responsibilities

• 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
• 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
• 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
• 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

Benefits

• Competitive salary and equity package
• Comprehensive medical, dental, and vision insurance
• Cool perks
• Unlimited PTO
• Fitness-related reimbursements
• A meal stipend
• Home office set-up reimbursement
• Internet reimbursement
• Book reimbursements for professional development
• A training platform for continued learning and education for personal growth
• Donation-matching program