Senior Manager of Customer Success Engineering

Senior Manager, Customer Success Engineering – North America Responsibilities This leader will manage CSEs, ensuring the team is focused on the customers where Postman can create outsized impact, while providing the coaching, inspection, and operational discipline required for consistently high-quality execution This is a highly cross-functional leadership role and a critical partner to Sales The leader will work closely with North America Sales leadership, with a strong focus on East Coast alignment, to prioritize accounts, shape technical engagement strategy, allocate CSE capacity, and ensure customer execution is progressing with urgency and discipline CSEs help customers embed Postman into real engineering workflows across API design, governance, CI/CD, developer platforms, integrations, modernization, migration, automation, quality enforcement, and service discoverability This is not about general support or enablement; CSEs are laser-focused on turning Postman from a beloved developer tool into critical API infrastructure Team Building: Hire, lead and develop Customer Success Engineers, setting clear expectations for execution quality, accountability, customer impact, and proactive ownership Sales Partnership: Serve as an operating partner to North America Sales leadership, jointly prioritizing accounts, shaping retention and expansion strategies, and aligning CSE capacity to the highest-impact opportunities Operational Excellence: Run a tight operating cadence, including account prioritization, engagement inspection, KPI tracking, risk escalation, blocker resolution, and executive reporting Proactive Portfolio Management: Own capacity allocation for their team. Drive adoption, value acceleration, and measurable customer outcomes across the region. Ensure teams identify customer risk, adoption gaps, and expansion opportunities early, operating proactively rather than reactively Product Feedback Loop: Partner closely with Product to turn customer insights into actionable feedback. Ensure CSEs capture technical blockers, workflow patterns, implementation gaps, and emerging customer needs in a way that helps Product make better roadmap and prioritization decisions Business Impact & Expansion Support: Translate customer engagement into measurable business impact, including adoption growth, technical validation, and expansion readiness Strategy & Scaling: Own strategic initiatives and OKRs with clear execution tracking and accountability while continuously evolving operating models, KPIs, and execution standards as the business scales What Success Looks Like: CSE capacity is consistently aligned to the region’s highest-impact retention, expansion, and strategic adoption opportunities Customer engagements produce durable adoption, stronger stakeholder alignment, technical validation, reusable implementation patterns, and improved retention rates Regional Sales leaders view Customer Success Engineering as a trusted operating partner that improves prioritization, execution quality, and revenue outcomes The region operates with strong execution discipline, measurable KPIs, early risk visibility, and clear operational cadences that accelerate decision-making and remove blockers Benefits Health care: Based on where you’re located and the plans available there, you can have up to 100% of your and your family’s premium costs covered by Postman, or receive a generous monthly allowance to supplement existing medical coverage Unlimited PTO: All full-time Postman employees have unlimited paid time off (PTO). We strongly encourage everyone to exercise this benefit to ensure that personal and work lives remain well-balanced, healthy, and fully charged. Your body, mind, spirit, and loved ones will appreciate it! Supporting healthy meals: We want to ensure you eat healthy each day. It’s why we provide a taxable monthly stipend so that you can be nourished throughout the week Play well, be well: We’re serious about your wellness. Whether it’s a boxing club membership, hula classes, or a longboard, we’re here to cheer you on to get out and get moving. We’ll reimburse you for activities and items that bring you joy through our wellness and fitness program Career development: We support your career development by providing access to unlimited courses on Udemy and a book allowance. Enhance and uplevel your skills, and even learn something completely new! Qualifications The right leader is an experienced post-sale technical operator who can scale an existing motion, raise the talent bar, create operational clarity, and help the team turn complex customer and GTM problems into measurable customer outcomes. Strong partnership orientation with Sales leadership and experience operating within enterprise pod-based account models. Demonstrated ability to operate effectively in evolving environments and drive structure, clarity, and measurable execution. Strong coaching, stakeholder management, and executive communication skills. Proven ability to drive adoption, retention, and customer value outcomes across complex enterprise accounts. Experience managing distributed teams across North America. Technically fluent in APIs, developer workflows, integrations, CI/CD systems, and modern software delivery practices. Highly proactive leader with strong ownership mentality and bias toward execution. 10+ years of experience in Forward Deployed Engineering, Customer Success, Technical Account Management, Solutions Engineering, Strategic Consulting, or related SaaS customer-facing roles. 5+ years leading high-performing post-sales or technical customer teams. Strong operational leadership skills with experience building scalable processes, execution frameworks, operating cadences, and team accountability models. #J-18808-Ljbffr Postman