Senior Manager, Enterprise Customer Success

Postman•San Francisco, CA

16h•$165,000 - $200,000•Hybrid

About The Position

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.

Requirements

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.

Responsibilities

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.