Customer Success Leader - EMEA / APAC

About the role

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.

Responsibilities

• 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,

Benefits

Additional Information

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.

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