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Scale Customer Success Manager

2 months ago

Australia Postman Full time

About Postman

Postman is a leading collaboration platform for API development, simplifying each step of building an API and streamlining collaboration to help create better APIs—faster.

The Opportunity

We're seeking a Customer Success Manager to join our team, responsible for managing a large portfolio of customers and driving customer engagement at scale.

Key Responsibilities

  • Scalable Account Strategy: Design and execute scalable success plans that drive rapid adoption, value realization, and loyalty across a large and diverse customer base.
  • Proactive Portfolio Management: Monitor customer data to identify emerging opportunities and risks, and engage with customers through regular check-ins to encourage continuous engagement and utilization of the platform.
  • Cross-Functional Collaboration: Collaborate with our Sales organization to expand use cases and uncover opportunities, and work with our Renewals team to ensure on-time contract renewals for annual customers.
  • Continuous Learning and Improvement: Embrace a culture of experimentation and continuous improvement, testing new approaches to customer engagement and success at scale, and stay abreast of industry trends and best practices.

About You

  • Experienced Professional: 3+ years of experience in Customer Success, preferably for companies in the development tooling space, with a demonstrated ability to manage large volumes of customers through scalable programs.
  • Strategic Flexibility: Comfortable leveraging both 1:1 and 1:Many strategies to support a diverse customer base, with the ability to think critically about how to scale engagement without sacrificing the quality of the customer experience.
  • Analytical Skills: Aptitude for analyzing customer usage data to inform decisions, identify opportunities for use case expansion, and contribute to product improvement.
  • Communication Excellence: Outstanding verbal and written communication abilities, along with a knack for building strong relationships with customers and internal stakeholders.
  • Problem Solving & Adaptability: Skilled at problem-solving, decision-making, and ability to navigate challenging situations professionally, with a quick learning ability and comfort in a fast-paced, evolving environment.
  • Technical Acumen & Translation: Ability to grasp complex product functionalities and articulate them to customers of varying technical levels, with a comfort in communicating technical requirements into business outcomes.
  • Project Management Skills: Experience leading cross-functional projects, demonstrating the ability to manage timelines, resources, and stakeholder expectations effectively.
  • Customer Advocacy: A history of acting as a customer advocate, influencing product development and operational changes to meet customer needs and enhance their success.
  • Industry Expertise: Deep knowledge of the technology and SaaS landscape, with specific experience in API development and management tools, and an understanding of the challenges and opportunities within the industry that Postman operates.