Enterprise Customer Success Manager

16 hours ago

Bengaluru, Karnataka, India Postman Full time ₹ 15,00,000 - ₹ 25,00,000 per year
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.

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