Senior Manager, Customer Success Engineering

Postman•New York, NY

2d•$250,000 - $280,000•Onsite

About The Position

Postman is hiring a Senior Manager, Customer Success Engineering to help lead Customer Success Engineering in North America. This leader will manage CSEs, ensuring the team is focused on the customers where Postman can create outsized impact, while providing the coaching, inspection, and operational discipline required for consistently high-quality execution. This is a highly cross-functional leadership role and a critical partner to Sales. The leader will work closely with North America Sales leadership, with a strong focus on East Coast alignment, to prioritize accounts, shape technical engagement strategy, allocate CSE capacity, and ensure customer execution is progressing with urgency and discipline. CSEs help customers embed Postman into real engineering workflows across API design, governance, CI/CD, developer platforms, integrations, modernization, migration, automation, quality enforcement, and service discoverability. This is not about general support or enablement; CSEs are laser-focused on turning Postman from a beloved developer tool into critical API infrastructure. The right leader is an experienced post-sale technical operator who can scale an existing motion, raise the talent bar, create operational clarity, and help the team turn complex customer and GTM problems into measurable customer outcomes.

Requirements

10+ years of experience in Forward Deployed Engineering, Customer Success, Technical Account Management, Solutions Engineering, Strategic Consulting, or related SaaS customer-facing roles.
5+ years leading high-performing post-sales or technical customer teams.
Experience managing distributed teams across North America.
Proven ability to drive adoption, retention, and customer value outcomes across complex enterprise accounts.
Strong operational leadership skills with experience building scalable processes, execution frameworks, operating cadences, and team accountability models.
Demonstrated ability to operate effectively in evolving environments and drive structure, clarity, and measurable execution.
Strong partnership orientation with Sales leadership and experience operating within enterprise pod-based account models.
Technically fluent in APIs, developer workflows, integrations, CI/CD systems, and modern software delivery practices.
Strong coaching, stakeholder management, and executive communication skills.
Highly proactive leader with strong ownership mentality and bias toward execution.

Responsibilities

Hire, lead and develop Customer Success Engineers, setting clear expectations for execution quality, accountability, customer impact, and proactive ownership.
Serve as an operating partner to North America Sales leadership, jointly prioritizing accounts, shaping retention and expansion strategies, and aligning CSE capacity to the highest-impact opportunities.
Run a tight operating cadence, including account prioritization, engagement inspection, KPI tracking, risk escalation, blocker resolution, and executive reporting.
Own capacity allocation for their team. Drive adoption, value acceleration, and measurable customer outcomes across the region. Ensure teams identify customer risk, adoption gaps, and expansion opportunities early, operating proactively rather than reactively.
Partner closely with Product to turn customer insights into actionable feedback. Ensure CSEs capture technical blockers, workflow patterns, implementation gaps, and emerging customer needs in a way that helps Product make better roadmap and prioritization decisions.
Translate customer engagement into measurable business impact, including adoption growth, technical validation, and expansion readiness.
Own strategic initiatives and OKRs with clear execution tracking and accountability while continuously evolving operating models, KPIs, and execution standards as the business scales.