Senior Manager, Customer Success Engineering

Postman; New York (NY); On-site; USD 250,000 - 280,000; Full time

Benefits offered by this job

Comprehensive medical coverage

Flexible PTO

Wellness reimbursement

Monthly lunch stipend

Donation-matching support

Job summary

Postman is seeking a Senior Manager, Customer Success Engineering to lead efforts in North America, focusing on driving customer success by building and managing a team of Customer Success Engineers. The role encompasses cross-functional leadership, collaboration with Sales, and operational excellence.

The ideal candidate has extensive experience in customer success roles, operational leadership skills, and a strong technical background in API workflows. This position offers an attractive compensation package, including performance incentives.

Qualifications

• 10+ years of experience in customer-facing roles related to Technical Account Management or Customer Success.
• 5+ years leading post-sales or technical customer teams.
• Experience managing distributed teams across North America.
• Demonstrated ability to drive adoption, retention, and customer value outcomes.

Responsibilities

• Hire and develop Customer Success Engineers, focusing on execution quality and customer impact.
• Work as an operating partner to Sales leadership, prioritizing accounts and shaping strategies.
• Run operational cadence and KPI tracking for customer engagements.
• Manage capacity allocation and ensure proactive management of customer risks.

Skills

Operational leadership skills

Technical fluency in APIs and CI/CD systems

Coaching and stakeholder management

Sales partnership orientation

Job description

The Opportunity

Postman is hiring a Senior Manager, Customer Success Engineering to help lead Customer Success Engineering in North America. 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.

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.

What You’ll Do

• 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.

About You

• 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.
• Experience managing distributed teams across North America.
• Proven ability to drive adoption, retention, and customer value outcomes across complex enterprise accounts.
• Strong operational leadership skills with experience building scalable processes, execution frameworks, operating cadences, and team accountability models.
• Demonstrated ability to operate effectively in evolving environments and drive structure, clarity, and measurable execution.
• Strong partnership orientation with Sales leadership and experience operating within enterprise pod‑based account models.
• Technically fluent in APIs, developer workflows, integrations, CI/CD systems, and modern software delivery practices.
• Strong coaching, stakeholder management, and executive communication skills.
• Highly proactive leader with strong ownership mentality and bias toward execution.

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.

The reasonably estimated OTE for this role is $250,000 to $280,000 plus a competitive equity package. Actual compensation is based on the candidate's skills, qualifications, and experience.

Benefits

Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, a monthly lunch stipend, wellness programs, and donation‑matching support. Postman values in‑person collaboration with in‑office work five days a week for most hubs.

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 identity or expression, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes or CVs through this website or directly to managers. Postman does not accept unsolicited headhunter or agency resumes. Postman will not pay fees to any third‑party agency or company that does not have a signed agreement with Postman.