Senior Manager, Enterprise Customer Success (International)

<h2><strong>Who Are We?</strong></h2> <p>Postman is the world's leading collaboration platform for API development. Postman's features simplify each step of building an API &amp; streamline collaboration to help create better APIs—faster. More than <a href="https://blog.postman.com/celebrating-20-million-postman-users/">30 million developers</a> &amp; 500,000 organizations worldwide use Postman today. After receiving <a href="https://blog.postman.com/postman-announces-series-d/">Series D</a> funding in 2021 &amp; releasing our biggest &amp; best <a href="https://blog.postman.com/announcing-postman-v10/">version ever of Postman</a> in September 2022, we continue to strive humbly towards our mission of 100 million connected developers &amp; serving companies as they seek to innovate in an API-first world. </p> <p>P.S: We highly recommend reading <a href="https://api-first-world.com/">The "API-First World" graphic novel</a> to understand the bigger picture &amp; our vision at Postman.</p> <h2><strong>The Opportunity</strong></h2> <p>Our global customer base is growing faster than ever. We are looking for an experienced leader to spearhead the expansion and scaling of our Customer Success program in international markets. You will play a pivotal role in helping Postman understand and capitalize upon the unique opportunities presented by the EMEA and APAC markets.</p> <p>You will own the post-sales process for our Enterprise customer segment, from initial customer onboarding to full-scale adoption, and have ultimate responsibility for renewal. You'll be supported by many Postman teams - from sales and engineering, to product management, data science, and our executives - to ensure our customers achieve value from their usage of Postman. </p> <p>This role is perfect for an experienced leader passionate about defining global strategies and helping high-growth organizations build operations outside of North America.</p> <h2><strong>What You'll Do</strong></h2> <ul> <li><strong>Team Building &amp; Leadership: </strong>Define, hire and manage a team of high-performing Customer Success Managers to meet incoming demand. You will also manage a team of existing experienced Customer Success Managers.</li> <li><strong>Champion for International Regions:</strong> Lead efforts to adapt the existing product and operating model to meet the unique needs of each major region under your leadership. This includes adjusting hiring profiles, developing new playbooks, and adjusting success criteria as appropriate.</li> <li><strong>Strategic Expansion Planning: </strong>Develop and execute a clear, actionable plan for expanding our Customer Success program in each region. Demonstrate clear alignment with our focus on maximizing Gross Renewal Rate and Net Revenue Retention. </li> <li><strong>Data-Driven Strategy:</strong> Incorporate usage patterns, market data, customer feedback, and success metrics to guide your decisions and measure progress against goals.</li> <li><strong>Cross-functional Leadership:</strong> Foster strong relationships with key stakeholders, especially in-region counterparts. Collaborate with our Sales organization to expand use cases &amp; uncover opportunities. Partner with our Customer Education team to build out 1:many enablement programs to help scale. Work with our Renewals team to ensure on-time contract renewals for annual customers. Equip our Product team with insights so they can reduce customer friction</li> <li><strong>Product Expertise &amp; Customer Engagement: </strong>Develop and maintain product expertise, including best practices &amp; overall industry trends. Foster relationships with priority customers, understanding their needs and objectives to ensure their success with our products.</li> </ul> <h2><strong>About You</strong></h2> <ul> <li><strong>Proven Post-Sales Leadership:</strong> 3+ years building and leading Customer Success or similar teams in a B2B SaaS environment, with a demonstrated track record of maintaining high performance during periods of high growth.</li> <li><strong>Strategic Planning: </strong>Strong strategic planning and execution skills, with the ability to navigate the complexities of entering new markets. Demonstrated experience leveraging data to make informed decisions on improving Customer Success outcomes.</li> <li><strong>Problem Solving &amp; Adaptability:</strong> Skilled at problem-solving, decision-making, and ability to navigate challenging situations professionally. Comfortable in a fast-paced, evolving environment. Experiments and iterates on new strategies and tools to achieve Customer Success goals.</li> <li><strong>Region Building Experience: </strong>Deep understanding of cultural, legal, and business landscapes outside of North America, especially EMEA markets. Proven track record of helping organizations scale programs internationally. Experience advocating for product and organizational changes to meet market needs (ex. localization of the product).