Customer Success Manager, Customer Lead

Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaborationenabling 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. As an Enterprise CSM at Postman youll act as a strategic advisor to a portfolio of large enterprise customers. Youll own the full post-sales journeyfrom onboarding and adoption through value realization and growth. This role requires a unique blend of consulting product expertise and strategic relationship-building. Youll work cross-functionally with sales product engineering and senior leadership to deliver a best-in-class customer experience. The CSM role at Postman provides you with the opportunity to make a significant impact on the success of Postman and most importantly our customers.
Success Planning : Partner with customers to develop tailored success plans based on their business goals and usage of Postman.
Customer Onboarding : Lead comprehensive onboarding experiences covering technical setup platform administration and product enablement.
Best Practices Consulting : Conduct data-driven business reviews showcasing realized value alignment with customer objectives and opportunities to improve.
Customer Advocacy : Capture and document success stories case studies and verified outcomes to help amplify customer achievements.
Build executive-level relationships and grow champions across engineering product and IT organizations.
Engagement Management : Use Gainsight and integrated tools (e.g. Salesforce Gong JIRA) to connect activities with their success impact and improve our practice.
contribute to Net and Gross Retention goals and upsell pipeline.
Feedback Loop : Gather and communicate customer insights to influence product development and roadmap planning.
Net Retention Rate (NRR)
8 years of experience managing enterprise customers preferably in developer tools or SaaS platforms.

• Strong technical foundation (Bachelors in CS/Engineering or relevant experience).
• Fluent in English
• Proven experience in executive stakeholder engagement and value-based consulting.
• Strong understanding of API lifecycle developer ecosystems and DevOps principles .
• Experience with Postman or similar platforms (e.g. Atlassian GitHub AWS) is highly preferred.
• Skilled in using customer success tools like Gainsight and Salesforce.
• Able to lead cross-functional initiatives and manage multiple complex projects simultaneously.
• In addition to Postmans 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. Were 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. 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 inclusive work culture ensures that everyone is valued equally as important pieces of our final product. 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. Required Experience: