Senior Technical Customer Success Manager - Thailand

Cacheflow; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Kong Inc. in Singapore seeks a Senior Customer Success Manager to partner with strategic accounts, drive customer value, and ensure long-term success of our API and AI connectivity solutions.

You will champion CX, lead cross-functional programs, guide change management, and identify growth opportunities while building trusted relationships with executive stakeholders.

Qualifications

• Bachelor's degree or higher in Business, CS or related field.
• Proven experience in customer-facing roles in B2B SaaS.
• CRM expertise and customer engagement methodologies.
• Strong data analysis skills for actionable insights.
• Excellent written and spoken business communication.
• Experience with change management and guiding transitions.
• Passion for delivering exceptional CX and customer satisfaction.
• Familiarity with product management concepts and articulating product value.
• Proven program and project management experience across multiple initiatives.
• Understanding of Sales Management principles and growth opportunities.
• Basic understanding of technical support processes.

Responsibilities

• Develop and execute strategic account plans to drive retention, growth, and advocacy.
• Proactively engage with customers to understand business objectives and requirements.
• Act as a trusted advisor guiding customers through change and product adoption.
• Monitor customer health, analyze usage data, and identify value opportunities.
• Collaborate with sales, product, and technical support to address needs and resolve issues.
• Deliver effective presentations, workshops, and business reviews with executives.
• Contribute to development of customer success strategies and best practices.
• Drive customer satisfaction through proactive relationship management.
• Identify upsell/cross-sell opportunities with Sales Management.
• Manage multiple engagements concurrently with strong program management.
• Provide technical guidance and escalation when necessary.

Skills

CRM

Customer Success

Data Analysis

Change Management

Executive Communications

Program Management

Cross-Functional Collaboration

SaaS

Sales Awareness

Product Understanding

Education

Bachelor's degree in Business, Computer Science, or related field

Tools

CRM software

Job description

Are you ready to unlock intelligence?

About the Role:

As a Senior Customer Success Manager at Kong, you will be a strategic partner for our key customers, ensuring their long-term success and maximizing the value they derive from our solutions. You will champion customer satisfaction, drive product adoption, and foster strong, enduring relationships.

What You’ll Be Doing:

• Develop and execute strategic account plans to drive customer retention, growth, and advocacy.
• Proactively engage with customers to understand their business objectives, challenges, and technical requirements.
• Act as a trusted advisor, guiding customers through change management initiatives and product adoption processes.
• Monitor customer health, analyze usage data, and identify opportunities for process improvements and increased value realization.
• Collaborate cross-functionally with sales, product, and technical support teams to address customer needs and resolve complex issues.
• Leverage strong business communication skills to conduct effective presentations, workshops, and business reviews with executive stakeholders.
• Contribute to the ongoing development and refinement of customer success strategies and best practices.
• Drive customer satisfaction through exceptional customer experience (CX) and proactive relationship management.
• Identify opportunities for upselling and cross-selling, working closely with the Sales Management team.
• Manage and prioritize multiple customer engagements and projects concurrently, demonstrating strong program and project management capabilities.
• Provide technical support guidance and escalation management when necessary, ensuring timely resolution.

What You’ll Bring:

• Bachelor's degree in Business, Computer Science, or a related field.
• Proven experience in a customer-facing role, such as Account Management or Customer Success, preferably within a B2B SaaS environment.
• Demonstrated expertise in Customer Relationship Management (CRM) and a deep understanding of customer engagement methodologies.
• Strong analytical skills with the ability to perform Data Analysis and Data Management to derive actionable insights.
• Excellent Business Communications skills, both written and verbal, with the ability to articulate complex information clearly and concisely.
• Experience with Change Management principles and guiding customers through transitions.
• A strong passion for delivering exceptional Customer Experience (CX) and driving Customer Satisfaction.
• Familiarity with Product Management concepts and the ability to articulate product value.
• Proven ability in Program Management and Project Management, with experience managing multiple initiatives simultaneously.
• Understanding of Sales Management principles and the ability to identify growth opportunities.
• Basic understanding of Technical Support processes and ability to troubleshoot common issues.

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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.