Customer Success Manager

2 weeks ago

San Francisco, United States Tbwa ChiatDay Inc Full time

Postman is the world‘s leading collaboration platform for API development. Postman‘s features simplify each step of building an API & streamline collaboration to help create better APIs—faster. More than 35 million developers & 500,000 organizations worldwide use Postman today. After receiving Series D funding in 2021 & releasing our biggest & best version ever of Postman in September 2022, we continue to strive humbly towards our mission of 100 million connected developers & serving companies as they seek to innovate in an API-first world.

Our customer base is growing faster than ever We’re looking for experienced Enterprise Customer Success Managers to help us scale our North American business.

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.

This is a remote role based in the United States.

What You‘ll Do:
  • 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.
Required Qualifications:
  • 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.
Preferred Qualifications:
  • 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.
  • 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: Bachelor‘s degree in Computer Science, Engineering, Business, Marketing, Communication, Information Technology, or related fields.
Our Values

At Postman, we create with the same curiosity that we see in our users. We value transparency & 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.

What Else?

This is a remote role based in the United States & the reasonably estimated salary for this role ranges from $130,000 to $180,000, plus a competitive equity package, and a flexible schedule working with a fun, collaborative team. Enjoy full medical coverage, unlimited PTO, and a monthly lunch stipend. Plus, our wellness program will help you stay healthy from your location with fitness-related reimbursements. Our frequent and fascinating virtual 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, and we want you to be part of it.

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.

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