Manager, Scale Customer Success

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.
• 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 commu