Senior Customer Success Lead: AI & API Platform

Kong; Dubai; Presencial; AED 350.000 - 520.000; Jornada completa

Descripción de la vacante

Kong Inc., the AI Connectivity Company, is seeking a Staff/Senior Customer Success Manager to elevate our CS organization. You will drive post-sales execution, adoption, expansion, and risk mitigation with an executive mindset.

This role blends technical know-how with strategic client leadership, building value, navigating complex orgs, and partnering with ecosystems to ensure measurable business outcomes across the Kong platform.

Formación

• Demonstrated ability to lead strategic CS initiatives and drive outcomes.
• Proven track record in managing senior-level stakeholders and cross-functional teams.
• Strong communication skills with ability to articulate value to executives.
• Experience driving renewals, expansions, and customer satisfaction across multiple accounts.

Responsabilidades

• Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes.
• Take customers through a value-based engagement model, and gain a clear understanding of Kong’s impact on their business.
• Map customer organizations by building power and influence charts to identify key champions and decision-makers.
• Utilize partners to uncover new personas within the customer organization and expand stakeholder alignment.
• Use utilization metrics, Leading Indicators, and tools like Tableau, SFDC, Clari, and Hex to monitor health, identify risks, and extract actionable insights.
• Run impactful QBRs/EBRs by adopting an executive mindset, clearly articulating the value of the Kong platform in alignment with the customer’s business needs.
• Confidently articulate the unique value of Kong's components (Dedicated Cloud Gateway, API Gateway, AI Gateway, Mesh Manager, etc.).
• Collaborate with the broader account team to validate renewal timelines, surface cross-sell opportunities, and maintain SFDC hygiene.

Conocimientos

Strategic CS leadership

Customer success management

Stakeholder management

Multi-customer orchestration

Herramientas

Tableau

SFDC

Clari

Hex

Descripción del empleo

Kong Inc., the AI Connectivity Company, is seeking a Staff/Senior Customer Success Manager to elevate our CS organization. You will drive post-sales execution, adoption, expansion, and risk mitigation with an executive mindset.

This role blends technical know-how with strategic client leadership, building value, navigating complex orgs, and partnering with ecosystems to ensure measurable business outcomes across the Kong platform.