Customer Success Leader - EMEA / APAC

Who Are We? Postman is the world’s leading API platform, used by more than 45 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 offices in Boston, New York, Austin, Tokyo, London, and Bangalore - where Postman 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 X via @getpostman. P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman. The Opportunity As enterprises accelerate AI adoption and digital transformation, APIs have become the foundation of modern software. Postman is uniquely positioned at the center of this shift, helping organizations streamline API development, improve developer productivity, strengthen governance, and unlock the full potential of AI-powered applications. We are building the future of API collaboration and are looking for leaders who are passionate about helping customers realize measurable business outcomes from their API investments. What You'll Do Define and Execute Regional Customer Success Strategy Own and execute the Customer Success strategy across EMEA and/or APAC, aligned with Postman's global growth objectives. Develop scalable customer engagement models spanning onboarding, adoption, value realization, renewal, expansion, and executive engagement. Define customer segmentation and coverage models based on customer maturity, revenue potential, strategic importance, and product adoption. Drive consistency in success planning, customer health measurement, and value realization programs across the region. Partner with global Customer Success leadership to evolve Postman's customer success operating model. Build and Scale a High-Performance Organization Build, lead, and develop a world-class Customer Success organization across the region. Hire, coach, and mentor Customer Success leaders and managers. Establish clear career paths, leadership development programs, and succession planning. Foster a culture of accountability, customer obsession, collaboration, and operational excellence. Drive high performance while creating an environment that supports growth and innovation. Drive Customer Outcomes and Value Realization Own regional performance across customer health, retention, gross retention, and net revenue retention (NRR). Ensure strategic customers have measurable success plans tied to business and technical outcomes. Help customers accelerate API maturity, governance adoption, developer productivity, platform standardization, and AI readiness. Build executive-level value narratives that connect Postman's platform adoption to business impact. Identify systemic adoption barriers and partner cross-functionally to remove them. Executive Sponsorship and Strategic Customer Leadership Serve as executive sponsor for Postman's most strategic customers across EMEA/APAC. Build trusted relationships with engineering leaders, platform teams, architects, developers, and executive stakeholders. Lead executive business reviews focused on adoption, business outcomes, platform strategy, and digital transformation initiatives. Support renewal, expansion, and escalation management for key accounts. Drive API and AI Transformation Act as a strategic advisor to customers as they modernize API ecosystems and scale AI initiatives. Help customers establish best practices around API governance, developer experience, platform adoption, and enterprise collaboration. Coach Customer Success teams to become trusted advisors driving organizational transformation. Ensure customers realize long-term value from Postman's API platform investments. Cross-Functional Leadership Partner closely with Sales, Solutions Engineering, Product, Support, Marketing, and Services teams. Drive alignment between customer outcomes and commercial objectives. Represent the Voice of the Customer and influence product strategy and roadmap decisions. Collaborate with global stakeholders to improve customer experience and operational efficiency. Operational Excellence Own forecasting for customer health, renewal risk, and expansion opportunities. Establish a disciplined operating cadence with data-driven reporting and business reviews. Leverage customer telemetry, product adoption data, and success metrics to drive decisions. Continuously optimize resource allocation, customer coverage, and team productivity. About You Bachelor's degree required; MBA or advanced degree preferred. 15+ years of experience in Customer Success, Enterprise SaaS, Consulting, Platform Engineering, Developer Tools, or Technology Services. 7+ years of leadership experience managing regional or global customer-facing organizations. Proven success leading large-scale Customer Success functions in high-growth SaaS companies. Strong understanding of developer platforms, APIs, cloud technologies, and enterprise software adoption. Experience driving retention, expansion, and executive-level customer engagement. Exceptional executive presence with the ability to influence senior technical and business stakeholders. Strong operational rigor, forecasting discipline, and commercial acumen. Demonstrated ability to work effectively across Sales, Product, Engineering, and Support organizations. What Sets You Apart Experience scaling Customer Success organizations in product-led or developer-first companies. Deep understanding of APIs, developer workflows, platform engineering, or AI-driven software development. Ability to translate technical adoption metrics into measurable business outcomes. Strong executive relationship-building capabilities across both technical and business stakeholders. Experience managing large enterprise customers across multiple countries and cultures. Track record of driving transformational initiatives with Fortune 500 organizations. Passion for building high-performing teams and developing future leaders. Growth mindset with a strong bias toward innovation, experimentation, and continuous improvement. Why Join Postman Work at the center of the API economy and AI transformation. Join a company used by 45M+ developers and 98% of Fortune 500 companies. Shape customer success strategy for some of the world's most innovative organizations. Partner directly with senior leadership to influence company strategy and customer outcomes. Build and scale a high-impact global team during a period of rapid growth. Help define how enterprises adopt APIs and AI to transform the way software is built. This role is ideal for a strategic Customer Success leader who combines operational excellence, executive presence, commercial acumen, and a passion for helping customers achieve transformative business outcomes through technology What Else? In addition to Postman's pay-on-performance philosophy, and a flexible schedule working with a fun, collaborative team, Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Along with that, our wellness programs will help you stay in the best of your physical and mental health. Our frequent and fascinating team-building events will keep you connected, while our donation-matching program can support the causes you care about. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves. At Postman we value in person collaboration. We are in office 5 days a week for all roles based out of our hubs in San Francisco Bay Area, Boston, Austin, New York City, Tokyo and London. For roles based in Bangalore, employees currently work in the office three days a week and will transition to five days per week by the end of the year. We were thoughtful in our approach which is based on collaboration and grounded in feedback from our workforce, leadership team, and peers. The benefits of our in office model will be shared knowledge, brainstorming sessions, communication, and building trust in-person that cannot be replicated via zoom. Our Values At Postman, we create with the same curiosity that we see in our users. We value transparency and 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. 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 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.