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Customer Success Enablement Manager

Remote, 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.

Job Overview

We are seeking a dynamic and results-driven Enablement Manager to join our Customer Experience and Services Operations (CX&S Ops) team. This role is critical to driving the success of our Customer Success Managers (CSMs) and broader CX&S teams by developing and executing enablement strategies that enhance efficiency, deepen product expertise, and streamline operational processes. 
As an Enablement Manager, you will be the architect of training programs, knowledge resources, and enablement tools that empower CSMs to deliver exceptional customer outcomes. You will work cross-functionally with leaders across Customer Success, Product, Marketing, and Operations to align enablement initiatives with strategic goals and ensure the adoption of best practices, methodologies, and tools.

Key Responsibilities

  • CSM Enablement Strategy & Training: Develop and execute a comprehensive enablement strategy for the CX&S teams, with a strong focus on Customer Success, to enhance team efficiency, product knowledge, and industry acumen. Create and deliver training programs for onboarding new CSMs, upskilling existing team members, and supporting ongoing learning initiatives
  • Content Development & Knowledge Management: Build and maintain a centralized repository of enablement materials, including playbooks, process documentation, customer use case guides, and e-learning modules. Partner with Product Marketing, Customer Advocacy, and Customer Education to translate new product releases into actionable tools and resources for the Customer Success team.
  • Tool Enablement & Systems Training: Collaborate with the Systems Manager and Revenue Operations to ensure effective utilization of Gainsight and other CX&S platforms. Design and deliver training on tools and workflows while maintaining dashboards and KPIs to assess training impact.
  • Cross-functional Collaboration: Act as a liaison between Customer Success, Sales, Marketing, Product, Finance, and HR teams to identify, prioritize, and address enablement gaps. Partner with leadership and subject matter experts to align enablement initiatives with business goals, product updates, and operational strategies.
  • Metrics, Feedback & Process Optimization: Establish metrics to measure the impact of enablement initiatives on team productivity, customer outcomes, and renewal/upsell success. Leverage data analytics to identify process bottlenecks and inconsistencies, driving iterative improvements and actionable feedback loops.
  • Coaching & Continuous Development: Develop and execute continuous training programs, including a Customer Success coaching program and refined onboarding processes, to ensure world-class ramp-up for new hires. Provide leadership with insights into management disciplines and opportunities to streamline CSM workflows for enhanced productivity and scalability.

About You:

  • 3-5  years of experience in enablement, learning and development, customer success, or a related role, ideally within a SaaS or technology company.
  • Proven track record of designing and delivering enablement programs for customer-facing teams, with a focus on improving performance and driving measurable outcomes.
  • Expertise in creating engaging, scalable training materials for onboarding, tools, workflows, and ongoing development.
  • Ability to build playbooks, process documentation, and other knowledge resources tailored to team needs.
  • Strong ability to use data and metrics to assess enablement program effectiveness and refine strategies.
  • Exceptional ability to work cross-functionally with leadership, subject matter experts, and various departments to align enablement initiatives with organizational goals.
  • Excellent verbal and written communication skills, with an ability to simplify complex concepts for diverse audiences.
  • Strong project management skills to drive initiatives from concept to implementation
  • Bachelor’s degree in Business, Communications, or a related field, or equivalent experience.

 

Preferred:

  • Experience working in a Customer Success or Sales Operations environment.
  • Hands-on experience building enablement programs in a hyper-growth environment
  • Certification in enablement methodologies or instructional design (e.g., ATD, Kirkpatrick)

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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