Scale Customer Success Manager

Summary

Join Postman as a Customer Success Manager based in the UK! This remote role focuses on managing a large customer portfolio, driving adoption of the Postman platform, and ensuring customer success. You will design and execute scalable success plans, proactively manage customer accounts, and collaborate with sales and product teams. The ideal candidate has 3+ years of experience in customer success, strong analytical and communication skills, and a deep understanding of the technology and SaaS landscape. This position requires strategic thinking, problem-solving abilities, and the capacity to adapt to a fast-paced environment. Postman offers a comprehensive benefits package including full medical coverage, flexible PTO, and a monthly lunch stipend.

Requirements

• 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

Responsibilities

• Scalable Account Strategy: Design and execute scalable success plans that drive rapid adoption, value realization, and loyalty across a large and diverse customer base. 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

Benefits

• Full medical coverage
• Flexible PTO
• Wellness reimbursement
• Monthly lunch stipend
• Wellness programs
• Creche allowance
• Frequent and fascinating team-building events
• Donation-matching program