Posted on:

October 14, 2020

Director, Enterprise Customer Success

Job Description

ostman is the industry standard for API development and testing. Proof? We have a passionate developer community of over 11 million. Over 500,000 organizations use Postman. Our primary focus is making the individual developer successful. However, as organizations and entire industries go API-first, we are also seeing tremendous demand from enterprises for a comprehensive API-first platform, which is exactly what Postman has evolved into.

This is a unique opportunity to join and grow the Customer Success function at Postman. We are looking for passionate, energetic, value-centric customer success leader to manage our portfolio of enterprise customers.

We have an absolutely massive opportunity to grow by helping every company in the world transition to API-first development and API-first business models across all functions. Our go-to-market model is simple, expand our footprint in organizations which have already adopted Postman via our low friction self-serve plans. Customer Success is integral to this data-driven and scaleable approach to growth.

This position reports directly to the VP of Customer Success.


What You'll Do

  • Be curious and deeply understand the jobs that our customers hire Postman to do.
  • Leverage this knowledge to build world class Enterprise onboarding and continuous customer engagement processes with a focus on providing value at scale and building champions for future account growth.
  • Scale out the Enterprise Customer Success Team at Postman
  • Establish and own the renewal processes in close co-ordination with the sales team for managing expansion and upsell.
  • Define, in detail, daily, weekly and monthly cadences for the CSMs in your portfolio in order to deliver a predictable cadence of activities and outcomes.
  • Own adoption and renewal KPIs as measured by net license retention.
  • Report on outcomes on a weekly/monthly/quarterly basis.
  • Leverage adoption and usage data to identify accounts with high and low engagement, building appropriate interventions for both.
  • Partner with our key teams across Customer Success, Solutions Engineering, Sales and Marketing to achieve overall growth plans.

About You

  • Experience in positions with direct responsibility and ownership for adoption and renewal metrics
  • Experience managing a portfolio of 1000+ customers with an aggregate ARR of $20+ million.
  • You've built multiple Enterprise SaaS customer success teams and processes from the ground up
  • A minimum of 3 years of experience managing a global customer success team of at least 10 CSMs
  • Technical understanding of Enterprise SaaS platforms and developer tools a big positive.
  • Consistent track record of achieving and exceeding quarterly targets
  • Must enjoy mentoring and coaching your team, both on value adoption AND driving renewal and expansion conversations
  • Excellent written and verbal communication skills.
  • History of thriving in a rapidly-changing environment, establishing needed processes and tooling
  • Enthusiasm for increasing customer happiness and deepening customer relationships

Benefits

We offer competitive salary and benefits, and a flexible schedule working with a fun, collaborative team. Enjoy full medical coverage, unlimited PTO, and a monthly lunch stipend. (Yes, seriously. We want you to eat well wherever you’re at.) Plus, our Wellness Program will help you stay healthy from your location with fitness-related reimbursements. Quarterly team offsites and monthly happy hours 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, and we want you to be part of it. Join us, why don'tcha?

This position is open for remote candidates in the US. (We are not considering international candidates at this time.)

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