Post Sales Program Manager

Who Are We?

Postman is the world’s leading API platform, used by more than 35 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

We are seeking a detail-oriented and strategic Post Sales Program Manager to drive the operational excellence of our Customer Experience and Services team. This role will focus on building, optimizing, and scaling the processes, systems, and tools that support our Customer Experience team in delivering exceptional value to our customers. You will collaborate cross-functionally with teams across Product, Sales, Marketing, and Data to ensure that CX&S has the infrastructure and insights needed to grow customer relationships and reduce

What You'll Do

• Process Improvement & Optimization: Design, implement, and optimize scalable processes that enhance the productivity of the CX&S team.
• Procese Operationalization: Work closely with the CX&S Systems Manager of the design, testing, deployment, and continuous improvement of processes in the customer success platform and other CX&S tools
• Data & Analytics: Build and maintain robust reporting frameworks to track key customer success metrics, such as customer health, product usage, renewals, and churn rates. Provide insights and recommendations to CSMs and leadership.
• Cross-Functional Collaboration: Partner with Product, Sales, and Marketing to ensure alignment and effective communication between CX&S and other departments. Ensure Customer Success feedback is integrated into product development and customer engagement strategies.
• Program Management: Drive key CX&S initiatives and projects, such as onboarding improvements, customer lifecycle management, and adoption campaigns. Ensure timely execution and measurable impact.
• Training & Enablement: Work with the CX&S leadership to ensure teams have the right training and resources to effectively manage customer accounts and utilize internal tools and data.
• Strategic Planning & Roadmap: Collaborate with leadership on the strategic roadmap for Customer Success operations, identifying opportunities for innovation, growth, and improved customer outcomes.

About You

• Experience: 5+ years in Customer Success, Operations, or Program Management roles, preferably within a SaaS or technology company.
• Skills:
  • Strong operational and project management skills, with a track record of driving cross-functional programs.
  • Experience with customer success platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
  • Data-driven mindset with the ability to analyze and act on customer insights.
  • Ability to work in a fast-paced environment, managing multiple initiatives simultaneously.
  • Excellent communication and collaboration skills to work effectively across teams.
• Education: Bachelor's degree in Business, Marketing, Operations, or a related field. MBA or advanced degree is a plus.
• Preferred:
  • Experience scaling customer success operations in a growing company.
  • Familiarity with tools and methods for driving customer retention, adoption, and lifecycle management.
  • A passion for improving customer outcomes through operational excellence.

This role is based in the San Francisco Bay Area & the reasonably estimated salary for this role ranges from $110,500 to $130,000, 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 pro