Manager, Customer Experience and Services Operations

San Francisco, CA, United States

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Manager, Customer Experience and Services Operations - San Francisco Who Are We? Postman is the world’s leading API platform, used by more than 30 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.

The company is headquartered in San Francisco and has an office in Bangalore, where it was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on Twitter via @getpostman.

We are seeking a passionate and highly driven individual to lead the Customer Experience & Services Operations team [CX&S] at Postman. The CX&S Operations team is integral to the success of post-sales organizations by helping to drive revenue retention and growth. This role will cover onboarding, engagement, renewals and the productivity of the Customer Success, Customer Enablement & Advocacy, and Product Support teams. The Manager, CX&S Operations role reports into the Head of Customer Experience & Services and will provide operational rigor to support post-sales activities.

This is a hybrid position based in the San Francisco Bay Area.

What You’ll Do This role will serve as the primary operational lead to partner closely with our Head of CX&S to drive execution. The leader will help the CX&S team navigate through its’ key weekly, monthly and quarterly objectives and targets, contributing to the overall effectiveness of the customer success, customer enablement and support teams

Lead operational programs to drive forecast accuracy and visibility as well as productivity and efficiencies across our CX&S organization

Own the operational cadence around the forecasting process

Partner with our Strategy & Ops Analytics team to distribute reports, dashboards, and intelligence to CX&S leadership and other cross functional departments

Design, implement, and manage forecasting, planning, and budgeting processes

Facilitate renewal pipeline reviews and track standardized leading indicators and metrics that can be actioned upon to improve overall account retention and growth

Lead operational projects in support of the CX&S organization by defining strategy, requirements and timelines, utilizing project design, delivery, management and post-launch feedback/support

Provide guidance, insight and recommendations to the leadership team focused on increased revenue retention, and partner with CX&S leaders to improve functional team performance and effectiveness

Define, integrate and operate dedicated systems infrastructure necessary to track, manage and increase efficiency for customer success, training, and support. Partner with cross-functional teams to ensure data consistency and to make post-sales data accessible beyond the CX&S team.

Hire, manage and lead an inclusive, engaged, and high performing team

About You 5+ years leading post-sales operations teams in a fast-growing SaaS environment, with a track record of building teams from the ground up.

Experience building and scaling Customer Success Operations in a high growth environment

Proven expertise building a post-sales operating cadence, post-sales forecasting, funnel maintenance and reporting

Demonstrated skills modeling go-to-market operations, setting corresponding goals, and evaluating results

Excellent analytical skills with experience overseeing and managing business metrics, productivity and outcomes

Collaborative, curious and delightfully persistent

Strong written and verbal communications skills

Ability to plan, manage and deliver multiple concurrent and complex workstreams in a matrixed organization with aggressive timelines

Experience in finance, consulting, or have MBA

Our Values At Postman, we create with the same curiosity that we see in our users. We value transparency & honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.

What Else? This role is based in the greater San Francisco Bay area, and the reasonably estimated salary for this role ranges from $145,579 to $196,960, plus a competitive equity package. Actual compensation is based on the candidate's skills, qualifications, and experience. In addition to our pay-on-performance philosophy, we offer a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Salaries will vary outside of the listed metropolitan areas & the U.S.

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. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.

Postman will consider for employment qualified applicants with arrest and conviction records where directed under applicable law, such as pursuant to the San Francisco Fair Chance Ordinance.

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