Manager, Scale Customer Success

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.

• 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.

• 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.
• Ability to travel up to 25% (domestic and international).
• 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 communicator and collaborator - comfortable owning team operations while building trust across GTM and cross-functional stakeholders.
• Highly self-motivated and accountable - you take ownership of your team’s results and raise the bar on what great looks like.

The reasonably estimated base salary for this role ranges from $170,000 to $190,000, plus a competitive equity package. Actual compensation is based on the candidate's skills, qualifications, and experience