Remote Enterprise Customer Success Manager

Summary

Join Postman as an Enterprise Customer Success Manager and drive the success of our North American enterprise clients. You will be responsible for developing and executing joint success plans, proactively managing your portfolio, conducting impact reviews, and collaborating with cross-functional teams. This remote role requires 8+ years of experience in customer success, strong consulting and project management skills, and excellent communication abilities. The ideal candidate is a strategic thinker with a passion for customer success and a proven track record of exceeding targets. Postman offers a competitive salary, equity, flexible schedule, full medical coverage, unlimited PTO, a monthly lunch stipend, a wellness program, and more.

Requirements

• 8+ years of experience in Customer Success managing large enterprise customers, preferably for companies in the development tooling space
• Track record of meeting and exceeding targets
• Strong consulting skills
• Demonstrated capability to develop thoughtful account plans that align with both customer objectives and company goals
• Proficient in engaging senior stakeholders to influence requirements, use cases, and strategy
• Experience leading cross-functional projects, demonstrating the ability to manage timelines, resources, and stakeholder expectations effectively
• 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

Responsibilities

• Collaborate with customers to outline and execute Joint Success Plans; complete with clear objectives, milestones, owners, and success criteria
• Partner with our Customer Education and Solution Architecture teams to deliver impactful workshops, consultations, and training sessions that help customers accelerate Time-to-Value
• Regularly review 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
• Capture success metrics and engage key decision-makers to communicate the value their organization is deriving from our platform
• Develop and maintain product expertise, including best practices & overall industry trends
• Help our customers identify and pursue new use cases to drive lasting success
• 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

Preferred Qualifications

• 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
• Aptitude for analyzing customer usage data to inform decisions, identify opportunities for use case expansion, and contribute to product improvement
• 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
• Comfortable leveraging both high-touch and one:Many strategies to support a diverse customer base
• Experience tailoring playbooks and collateral based on the changing needs of their portfolio
• Highly customer-centric
• 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

Benefits

• Competitive equity package
• Flexible schedule
• Full medical coverage
• Unlimited PTO
• Monthly lunch stipend
• Wellness program with fitness-related reimbursements
• Donation-matching program