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Post Sales Program Manager
| Company | Postman |
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| Location | San Francisco, CA, USA |
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| Salary | $110500 – $130000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s, MBA |
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| Experience Level | Senior |
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Requirements
- 5+ years in Customer Success, Operations, or Program Management roles, preferably within a SaaS or technology company.
- Strong operational and project management skills, with a track record of driving cross-functional programs.
- Experience with customer success platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
- Data-driven mindset with the ability to analyze and act on customer insights.
- Ability to work in a fast-paced environment, managing multiple initiatives simultaneously.
- Excellent communication and collaboration skills to work effectively across teams.
- Bachelor’s degree in Business, Marketing, Operations, or a related field. MBA or advanced degree is a plus.
Responsibilities
- Design, implement, and optimize scalable processes that enhance the productivity of the CX&S team.
- Work closely with the CX&S Systems Manager of the design, testing, deployment, and continuous improvement of processes in the customer success platform and other CX&S tools.
- Build and maintain robust reporting frameworks to track key customer success metrics, such as customer health, product usage, renewals, and churn rates. Provide insights and recommendations to CSMs and leadership.
- Partner with Product, Sales, and Marketing to ensure alignment and effective communication between CX&S and other departments. Ensure Customer Success feedback is integrated into product development and customer engagement strategies.
- Drive key CX&S initiatives and projects, such as onboarding improvements, customer lifecycle management, and adoption campaigns. Ensure timely execution and measurable impact.
- Work with the CX&S leadership to ensure teams have the right training and resources to effectively manage customer accounts and utilize internal tools and data.
- Collaborate with leadership on the strategic roadmap for Customer Success operations, identifying opportunities for innovation, growth, and improved customer outcomes.
Preferred Qualifications
- Experience scaling customer success operations in a growing company.
- Familiarity with tools and methods for driving customer retention, adoption, and lifecycle management.
- A passion for improving customer outcomes through operational excellence.
