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Post Sales Program Manager

San Francisco, United States

Who Are We?

Postman is the world’s leading API platform, used by more than 35 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 an office in Bangalore, where it 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

We are seeking a detail-oriented and strategic Post Sales Program Manager to drive the operational excellence of our Customer Experience and Services team. This role will focus on building, optimizing, and scaling the processes, systems, and tools that support our Customer Experience team in delivering exceptional value to our customers. You will collaborate cross-functionally with teams across Product, Sales, Marketing, and Data to ensure that CX&S has the infrastructure and insights needed to grow customer relationships and reduce

What You'll Do

  • Process Improvement & Optimization: Design, implement, and optimize scalable processes that enhance the productivity of the CX&S team.
  • Procese Operationalization: Work closely with the CX&S Systems Manager of the design, testing, deployment, and continuous improvement of processes in the customer success platform and other CX&S tools
  • Data & Analytics: Build and maintain robust reporting frameworks to track key customer success metrics, such as customer health, product usage, renewals, and churn rates. Provide insights and recommendations to CSMs and leadership.
  • Cross-Functional Collaboration: Partner with Product, Sales, and Marketing to ensure alignment and effective communication between CX&S and other departments. Ensure Customer Success feedback is integrated into product development and customer engagement strategies.
  • Program Management: Drive key CX&S initiatives and projects, such as onboarding improvements, customer lifecycle management, and adoption campaigns. Ensure timely execution and measurable impact.
  • Training & Enablement: Work with the CX&S leadership to ensure teams have the right training and resources to effectively manage customer accounts and utilize internal tools and data.
  • Strategic Planning & Roadmap: Collaborate with leadership on the strategic roadmap for Customer Success operations, identifying opportunities for innovation, growth, and improved customer outcomes.

About You

  • Experience: 5+ years in Customer Success, Operations, or Program Management roles, preferably within a SaaS or technology company.
  • Skills:
    • Strong operational and project management skills, with a track record of driving cross-functional programs.
    • Experience with customer success platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
    • Data-driven mindset with the ability to analyze and act on customer insights.
    • Ability to work in a fast-paced environment, managing multiple initiatives simultaneously.
    • Excellent communication and collaboration skills to work effectively across teams.
  • Education: Bachelor's degree in Business, Marketing, Operations, or a related field. MBA or advanced degree is a plus.
  • Preferred:
    • Experience scaling customer success operations in a growing company.
    • Familiarity with tools and methods for driving customer retention, adoption, and lifecycle management.
    • A passion for improving customer outcomes through operational excellence.

This role is based in the San Francisco Bay Area & the reasonably estimated salary for this role ranges from $110,500 to $130,000, plus a competitive equity package. Actual compensation is based on the candidate's skills, qualifications, and experience.

What Else?

In addition to Postman's 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. If you have little ones in your family, the creche allowance can help in supporting your work-life balance. Our frequent and fascinating 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. 

At Postman, we embrace a hybrid work model. For all roles based out of San Francisco Bay Area, Boston, Bangalore, Noida, Hyderabad, and New York, employees are expected to come into the office 3-days a week. We were thoughtful in our approach which is based on balancing flexibility and collaboration and grounded in feedback from our workforce, leadership team, and peers. 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 Values

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

Equal opportunity

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. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.

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