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Manager, Scale Customer Success

Boston, Massachusetts; New York, New York, United States

Who Are We?

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 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 

Postman’s Scale CS model is a cornerstone of how we deliver customer success across thousands of accounts. This role ensures that the CSM layer of that model runs with clarity, precision, and impact - helping customers achieve measurable outcomes while building a high-performing team that thrives in a modern CS environment.

What You’ll Do

  • Lead and coach a team of Scale CSMs who execute short-term, data-driven customer engagements aligned to key adoption and value outcomes.
  • Own the execution and performance of the Scale CSM layer: ensure CSMs are delivering consistently high-quality engagements, using playbooks effectively, providing timely updates, and meeting team-level performance targets.
  • Drive accountability and performance across the team through clear expectations, regular feedback, and data-driven oversight.
  • Support customer engagements directly as needed, helping CSMs develop strong hypotheses, lead discovery, and drive toward verified business outcomes.
  • Run weekly team cadences, provide targeted coaching, and ensure team communications and updates are clear, consistent, and forward-moving.
  • Collaborate cross-functionally with Product, Sales, Support, and Marketing to ensure Scale CSMs are embedded in the broader customer journey.
  • Work in lockstep with the Digital CS lead to ensure seamless integration between automated and human engagement paths - with shared goals, aligned programs, and clear escalation pathways.
  • Continuously improve how the team operates, identifying gaps, optimizing processes, and refining playbooks - while surfacing insights that drive automation, strengthen marketing targeting, and inform product-led engagement.
  • Provide visibility into team progress, impact, and blockers - including regular reporting, escalation of key issues, and surfacing of strategic insights.

About You

  • 8-10+ years of experience in customer-facing roles in SaaS or technical environments, with 5+ years of experience managing high-performing CS or technical account teams.
  • Experience leading a CS team in a digital-led or scaled engagement model — ideally in a high-volume, signal-based environment.
  • Ability to travel up to 25% (domestic and international).
  • Proven ability to coach and manage CS professionals, especially in structured, playbook-driven environments with dynamic customer engagement.
  • Comfortable working in scaled, signal-based CS models — you excel at building accountability and momentum in a flexible, high-velocity setting, and you’re energized by the pace and complexity of high-volume customer engagement.
  • Strong technical fluency - able to support CSMs engaging with developer tools, APIs, or highly technical users.
  • Background in DevTools, APIs, or developer-first platforms and comfort guiding customers with technical use cases.
  • Familiarity with tools like Gainsight, Salesforce, Looker, and ideally Postman itself.
  • Experience leveraging AI tools and automation to increase team efficiency, streamline workflows, and scale impact.
  • Commercially aware, with the ability to coach CSMs on how to identify value stories, spot expansion signals, and partner effectively with AEs.
  • Operationally observant, with a strong eye for inefficiencies, friction, or process breakdowns — and a collaborative mindset for surfacing improvements that can inform broader systems thinking.
  • Analytical and outcome-oriented, with a track record of using performance data to drive individual and team-level improvements.
  • A strong communicator and collaborator - comfortable owning team operations while building trust across GTM and cross-functional stakeholders.
  • Highly self-motivated and accountable - you take ownership of your team’s results and raise the bar on what great looks like.

The reasonably estimated base salary for this role ranges from $170,000 to $190,000, 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. 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, 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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