Senior Customer Success Manager

Kong; Dubai; On-site; AED 350,000 - 520,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Strategic CS leadership

Customer success management

Stakeholder management

Multi-customer orchestration

Tools

Tableau

SFDC

Clari

Hex

Job description

Are you ready to unlock intelligence?

If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

Staff/ Senior Customer Success Manager

About the Role:

As a Senior Customer Success Manager, you will set the standard of what great looks like in our CS organization. You will master your craft by focusing on the disciplined execution of the Customer Post-Sales Process, directly driving adoption, expansion, and risk mitigation. This role is strategic, requiring you to blend technical knowledge with an executive mindset to deliver exceptional business value.

What You'll Do:

• Drive Strategic Customer Success: Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes.

• Value realization: Take customers through a value-based engagement model, and gain a clear understanding of Kong’s impact on their business.

• Navigate Complex Organizations: Map customer organizations by building power and influence charts to identify key champions and decision‑makers.

• Leverage Partner Ecosystems: Utilize partners to uncover new personas within the customer organization and expand stakeholder alignment.

• Harness Data & Analytics: Use utilization metrics, Leading Indicators, and tools like Tableau, SFDC, Clari, and Hex to monitor health, identify risks, and extract actionable insights.

• Master the Message: 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.

• Command the Platform: Confidently articulate the unique value of Kong's components (Dedicated Cloud Gateway, API Gateway, AI Gateway, Mesh Manager, etc.).

• Manage Renewals & Forecasting: Collaborate closely with the broader account team to validate renewal timelines, surface cross‑sell opportunities, and maintain strong SFDC hygiene

What You'll Bring:

• Grit & Determination: Customer obsession and the resilience to bounce back from setbacks, relentlessly pursuing customer goals and overcoming issues.

• Curiosity: An inquisitive mindset paired with active listening and probing skills to ask layered, open‑ended questions that uncover root causes.

• Team‑Oriented Mindset: A deeply collaborative approach to achieving shared company goals, rather than focusing solely on individual wins.

• Prioritization: Experience managing multiple customers at a time while focusing on attention to detail and delivering results across multiple initiatives, such as driving expansion, customer satisfaction, feature adoption, and retention.

#LI-TR1

About Kong:

Kong Inc., the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, Kong’s unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit www.konghq.com.