At a Glance
- Tasks: Lead a dynamic team to enhance customer success across EMEA and APAC.
- Company: Join Postman, a leading tech company transforming API infrastructure.
- Benefits: Enjoy unlimited PTO, health coverage, and wellness stipends.
- Other info: Be part of a supportive culture focused on career development.
- Why this job: Make a real impact by driving customer engagement and success.
- Qualifications: 10+ years in customer-facing roles with strong leadership skills.
The predicted salary is between 80000 - 100000 £ per year.
Responsibilities
Postman is hiring a Senior Manager, Customer Success Engineering to lead Customer Success Engineering in EMEA and APAC. 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 International Sales leadership 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.
- Team Building: Hire, lead and develop Customer Success Engineers across EMEA and APAC, setting clear expectations for execution quality, accountability, customer impact, and proactive ownership.
- Sales Partnership: Serve as the primary CS operating partner to International Sales leadership, jointly prioritizing accounts, shaping retention and expansion strategies, and aligning CSE/EM 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.
Qualifications:
- Strong partnership orientation with Sales leadership and experience operating within enterprise pod-based account models.
- 10+ years of experience in Forward Deployed Engineering, Customer Success, Technical Account Management, Solutions Engineering, Strategic Consulting, or related SaaS customer-facing roles.
- Highly proactive leader with strong ownership mentality and bias toward execution.
- Demonstrated ability to operate effectively in evolving environments and drive structure, clarity, and measurable execution.
- Experience managing globally distributed teams across EMEA and/or APAC.
- 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.
- Strong coaching, stakeholder management, and executive communication skills.
- Technically fluent in APIs, developer workflows, integrations, CI/CD systems, and modern software delivery practices.
- 5+ years leading high-performing post-sales or technical customer teams.
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.
- Supporting healthy meals: We provide a taxable monthly stipend so that you can be nourished throughout the week.
- Play well, be well: 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.
Senior Manager of Customer Success Engineering in London employer: Postman
Postman is an exceptional employer located in Greater London, offering a dynamic and collaborative work environment where innovation thrives. With comprehensive benefits such as medical coverage and flexible PTO, employees are supported in achieving a healthy work-life balance while also having ample opportunities for professional growth and development within the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager of Customer Success Engineering in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Postman. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Postman before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Manager of Customer Success Engineering in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Postman:Your cover letter is your chance to shine! Tell us why you want to work at Postman specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Postman!
How to prepare for a job interview at Postman
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
