Staff Customer Success Manager (Nordics & Benelux)

KONG; Amsterdam; On-site; EUR 70,000 - 110,000; Full time

Job summary

Kong Inc. in Amsterdam is seeking a Staff/Senior Customer Success Manager to set the standard for post-sales excellence, driving adoption, expansion, and risk mitigation with an executive mindset and business value focus.

You will map organizations, leverage partners, and use analytics to monitor health, run impactful QBRs, and articulate Kong’s platform benefits across departments, balancing strategic leadership with hands-on customer advocacy.

Qualifications

• Customer-focused approach with a strategic mindset.
• Proven ability to manage executive stakeholders.
• Experience driving adoption, renewal, and expansion.
• Strong analytical skills to monitor health and risk.

Responsibilities

• Develop comprehensive success plans with use cases and roadmaps.
• Lead value-based engagements to demonstrate Kong's impact.
• Map client organizations to identify champions and decision-makers.
• Collaborate with partners to expand stakeholder alignment.
• Use dashboards and metrics to monitor health and forecast renewals.
• Conduct quarterly business reviews with an executive focus.
• Articulate Kong's platform value across departments.
• Drive renewals, cross-sell opportunities, and SFDC hygiene.

Skills

Strategic thinking

Account management

Stakeholder mgmt

Data analytics

Executive communication

Tools

Tableau

SFDC

Clari

Hex

Job description

Are you ready to unlock intelligence?

Staff/ Senior Customer Success Manager

About the role:

As a Staff/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 will 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.

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About Kong:

Kong Inc., a leading developer of API and AI connectivity technologies, is building the infrastructure that powers the agentic era. Trusted by the Fortune 500 and startups alike, Kong's unified API and AI platform, Kong Konnect, enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI models. For more information, visit www.konghq.com.