Enterprise Customer Success Manager

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 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 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
As an Enterprise CSM at Postman, you'll act as a strategic advisor to a portfolio of large enterprise customers. You'll own the full post-sales journey—from onboarding and adoption through value realization and growth. This role requires a unique blend of consulting, product expertise, and strategic relationship-building. You'll work cross-functionally with sales, product, engineering, and senior leadership to deliver a best-in-class customer experience. The CSM role at Postman provides you with the opportunity to make a significant impact on the success of Postman and, most importantly, our customers.

What You'll Do

• Success Planning: Partner with customers to develop tailored success plans based on their business goals and usage of Postman.
• Customer Onboarding: Lead comprehensive onboarding experiences covering technical setup, platform administration and product enablement.
• Best Practices Consulting: Guide customers through Postman's product features, integrations, and workflows to deliver maximum value.
• Impact Reviews: Conduct data-driven business reviews showcasing realized value, alignment with customer objectives, and opportunities to improve.
• Customer Advocacy: Capture and document success stories, case studies, and verified outcomes to help amplify customer achievements.
• Stakeholder Alignment: Build executive-level relationships and grow champions across engineering, product, and IT organizations.
• Engagement Management: Use Gainsight and integrated tools (e.g., Salesforce, Gong, JIRA) to connect activities with their success impact and improve our practice.
• Revenue and Growth Influence: Identify and influence expansion opportunities; contribute to Net and Gross Retention goals and upsell pipeline.
• Feedback Loop: Gather and communicate customer insights to influence product development and roadmap planning.

Success Metrics You'll Influence

• Gross Retention Rate (GRR)
• Net Retention Rate (NRR)
• License Occupation (LO%) and Weekly Collaborating Users (WCU)
• Monthly Active Users (MAU)
• Expansion deals sourced

About You

• 8+ years of experience managing enterprise customers, preferably in developer tools or SaaS platforms.
• Strong technical foundation (Bachelor's in CS/Engineering or relevant experience).
• Fluent in English
• Proven experience in executive stakeholder engagement and value-based consulting.
• Highly adaptable; strong critical thinker who is comfortable with ambiguity
• Excellent Communicator (written and verbal)
• Strong understanding of API lifecycle, developer ecosystems, and DevOps principles.
• Experience with Postman, or similar platforms (e.g., Atlassian, GitHub, AWS), is highly preferred.
• Skilled in using customer success tools like Gainsight and Salesforce.
• Confident communicator and facilitator at all levels—developers to C-suite.
• Able to lead cross-functional initiatives and manage multiple complex projects simultaneously.
• Curious, coachable, and proactive—you're excited to continuously learn and contribute.

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.