As a Customer Success Manager at Postman, you will be the driving force behind post-sale strategy and engagement across a portfolio of named Enterprise accounts. You ll partner with your customers to co-create Joint Success Plans that outline key objectives, milestones, and success criteria. In partnership with our Solutions Architecture and Customer Education teams, you ll curate and deliver a series of high-touch and one: Many enablement programs to help them solve critical problems, fast. Periodically, you ll engage key stakeholders to analyze the value they re getting from our platform and to identify new opportunities.
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.
What Youll Do
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Strategic Account Planning:
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. -
Proactive Portfolio Management:
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. -
Impact Reviews & Best Practice Consultation:
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. -
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.
About You
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Experienced Professional:
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. -
Consulting Acumen:
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. -
Project Management Skills:
Experience leading cross-functional projects, demonstrating the ability to manage timelines, resources, and stakeholder expectations effectively. -
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.
Nice to Have
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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. -
Analytical Capabilities:
Aptitude for analyzing customer usage data to inform decisions, identify opportunities for use case expansion, and contribute to product improvement. -
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. -
Methodology Flexibility:
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. -
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:
Bachelors degree in Computer Science, Engineering, Business, Marketing, Communication, Information Technology, or related fields
