Scale Customer Success Manager (French/English)

Scale Customer Success Manager (French/English)

Remote, EMEA

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.

Our customer base is growing faster than ever! We’re looking for EMEA based Customer Success Manager who is proficient in both English & French who thrives in a dynamic environment and is passionate about driving customer engagement at scale.

In this role, you will be instrumental in managing a large portfolio of customers, leveraging both 1:1 and 1:Many channels to ensure our users achieve and exceed their goals with our platform. This position is perfect for ambitious and adaptable individuals eager to push the boundaries of traditional customer success.

What You'll Do

• Scalable Account Strategy: Design and execute scalable success plans that drive rapid adoption, value realization, and loyalty across a large and diverse customer base. Balance one:Many enablement programs with strategic 1:1 engagements. Act as advisors to customers to ensure they’re leveraging Postman effectively.
• Proactive Portfolio Management: Monitor customer data to identify emerging opportunities and risks. Engage with customers through regular check-ins, encouraging continuous engagement and utilization of the platform to its fullest potential.
• Cross-Functional Collaboration: Collaborate with our Sales organization to expand use cases & uncover opportunities. 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.
• Continuous Learning and Improvement: Embrace a culture of experimentation and continuous improvement, testing new approaches to customer engagement and success at scale. Stay abreast of industry trends and best practices to ensure Postman remains at the forefront of customer success.

About You

• Experienced Professional: 3+ years of experience in Customer Success, preferably for companies in the development tooling space. Demonstrated ability to manage large volumes of customers through scalable programs.
• Strategic Flexibility: Comfortable leveraging both 1:1 and 1:Many strategies to support a diverse customer base. Ability to think critically about how to scale engagement without sacrificing the quality of the customer experience.
• Analytical Skills: Aptitude for analyzing customer usage data to inform decisions, identify opportunities for use case expansion, and contribute to product improvement.
• Communication Excellence: Outstanding verbal and written communication abilities, along with a knack for building strong relationships with customers and internal stakeholders.
• Problem Solving & Adaptability: Skilled at problem-solving, decision-making, and ability to navigate challenging situations professionally. Quick learner; comfortable in a fast-paced, evolving environment.
• Technical Acumen & Translation: Ability to grasp complex product functionalities and articulate them to customers of varying technical levels.
• Project Management Skills: Experience leading cross-functional projects, demonstrating the ability to manage timelines, resources, and stakeholder expectations effectively.
• Customer Advocacy: A history of acting as a customer advocate, influencing product development and operational changes to meet customer needs.
• Industry Expertise: Deep knowledge of the technology and SaaS landscape, with specific experience in API development and management tools.
• Educational Background: Bachelor's degree in Computer Science, Engineering, Business, Marketing, Communication, Information Technology, or related fields.

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. Our wellness programs will help you stay in the best of your physical and mental health.

Our Values

At Postman, we create with the same curiosity that we see in our users. We value transparency and honest communication about not only successes, but also failures. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product.

Equal opportunity

Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.