Senior Manager, Enterprise Customer Success at Postman Inc

San Francisco, California, United States -

Full Time

Start Date

Immediate

Expiry Date

29 Jan, 26

Salary

200000.0

Posted On

31 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Consulting, SaaS, Technical Leadership, Coaching, Operational Excellence, Data-Driven Management, Executive Engagement, Value Storytelling, Salesforce, Looker, Gong, Gainsight, APIs, Developer Workflows

Industry

Software Development

Description

Who Are We? Postman is the world’s leading API platform, used by more than 40 million developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster. The company is headquartered in San Francisco and has offices in Boston, New York, and Bangalore - where Postman was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on X via @getpostman. P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman. The Opportunity Postman’s Enterprise Customer Success team partners with our largest, most complex customers to deliver measurable business transformation. We are hiring a Senior Manager, Enterprise Customer Success to lead our North America West region, managing a portfolio of high-priority enterprise accounts. In this role, you will lead a team of experienced CSMs who drive long-term customer value through success planning, stakeholder alignment, best practice consultation, and demonstrated business impact. You will be responsible for operational excellence, coaching, and consistent execution across the team, ensuring every engagement drives measurable outcomes that contribute to retention and growth. You will work closely with the North America West Sales Leader to align account strategies, expansion priorities, and customer success plans. Why This Role Matters Enterprise CSMs own value realization and retention for Postmans’ most strategic customers. This role ensures those engagements are executed with precision and impact through clear process, structured coaching, and data-driven accountability. Your leadership will help the team connect Postman’s platform to customer business goals, showcase realized value, expand use cases, and drive urgency around adoption and renewal. The role directly influences Gross Revenue Retention, expansion, and production adoption, the core metrics for Enterprise CS success. What You’ll Do Lead and coach a team of 6–8 Enterprise CSMs supporting high-priority customers across North America. Drive operational rigor across all core playbooks (Success Planning, Impact Reviews, Renewal Readiness) to ensure consistent, high-quality, outcome-focused engagements. Guide execution and performance through data-driven management, regular pipeline reviews, and targeted coaching on discovery, stakeholder alignment, and value articulation. Partner with Sales and Solutions leaders on account strategy, renewal forecasting, and joint customer planning. Reinforce accountability for key metrics including GRR, product adoption, and influenced expansion. Help CSMs anticipate renewal risks, identify opportunities to expand use cases, and get wider and higher in their accounts. Identify friction points, refine workflows, and improve team efficiency through process and tooling improvements. Run disciplined team cadences including 1:1s, forecast reviews, and regional syncs. Surface insights from customer engagements to inform case studies, product roadmap priorities, marketing campaigns, and digital CS programs. Support complex customer engagements directly when needed to model strategic account management and executive-level communication. About You 8–10+ years of experience in customer success, account management, or consulting roles in SaaS or developer tools. 5+ years of experience managing high-performing CS teams in enterprise or technical environments. Proven track record driving retention and growth across large, complex enterprise accounts. Strong coaching and operational leadership skills with a focus on clarity, accountability, and execution. Skilled at executive engagement and value storytelling that connects product adoption to measurable business outcomes. Experienced working in pod-based coverage models alongside AEs, SEs, and technical specialists. Operationally strong, fluent in Salesforce, Looker, Gong, Gainsight, and related GTM tools, with the ability to translate data into action. Technically fluent and comfortable discussing APIs, integrations, and developer workflows. Excellent communicator who builds alignment across CS, Sales, Product, and Marketing. Highly motivated, self-directed, and accountable for team performance and results. The reasonably estimated base salary for this role ranges from $165,000.00 to $200,000.00, plus a competitive equity package. Actual compensation is based on the candidate's skills, qualifications, and experience. What Else? In addition to Postman's pay-on-performance philosophy, and a flexible schedule working with a fun, collaborative team, Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Along with that, our wellness programs will help you stay in the best of your physical and mental health. Our frequent and fascinating team-building events will keep you connected, while our donation-matching program can support the causes you care about. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves. At Postman, we embrace a hybrid work model. For all roles based out of San Francisco Bay Area, Boston, Bangalore, Hyderabad, and New York, employees are expected to come into the office 3-days a week. We were thoughtful in our approach which is based on balancing flexibility and collaboration and grounded in feedback from our workforce, leadership team, and peers. The benefits of our hybrid office model will be shared knowledge, brainstorming sessions, communication, and building trust in-person that cannot be replicated via zoom. Our Values At Postman, we create with the same curiosity that we see in our users. We value transparency and honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can. Equal opportunity Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.

Responsibilities

Lead and coach a team of Enterprise Customer Success Managers to drive long-term customer value and operational excellence. Collaborate with Sales and Solutions leaders to align account strategies and ensure high-quality customer engagements.