Customer Success Manager

Kong; United States; Remote; USD 140,000 - 210,000; Full time

Job summary

Kong Inc., компания по AI-connectivity, ищет Staff Customer Success Manager, чтобы задать стандарт в CS, сфокусировавшись на постпродажном процессе, внедрении, расширении и снижении риска. Ваша роль сочетает технические знания с исполнительной настойчивостью и ориентирована на создание бизнес-ценности.

Вы будете строить планы успеха, управлять взаимоотношениями на уровне руководителей клиентов и сотрудничать с партнерами, отделами продаж и командой анализа данных.

Qualifications

• Стойкость к трудностям и ориентация на клиента.
• Любознательность и способность задавать целевые вопросы для выявления корневых причин.
• Способность работать в команде и поддерживать общие цели компании.
• Умение управлять несколькими клиентами и приоритетами одновременно, обеспечивая рост и удержание.

Responsibilities

• Разрабатывать стратегические планы успеха и дорожные карты с бизнес-выходами.
• Показатель ценности клиента через вовлеченность и влияние на бизнес.
• Картирование организаций клиентов и выявление ключевых лиц, принимающих решения.
• Использование партнерских экосистем для расширения вовлеченности и охвата.
• Анализ данных с использованием инструментов Tableau, SFDC, Clari и Hex для мониторинга здоровья клиента и рисков.
• Проводить QBR/EBR, четко демонстрируя ценность платформы Kong.
• Управлять презентациями продукта и его преимуществами для клиента.
• Согласовывать сроки продления и находить возможности кросс-продаж совместно с командой продаж.

Skills

Grit & Determination

Curiosity

Team-Oriented Mindset

Prioritization

Tools

Tableau

SFDC

Clari

Hex

Job description

Описание

Are you ready to unlock intelligence?

Noone checks every box - We're looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

As a Staff 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.

Задачи

• 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 customers' 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

Требования

• 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.

Условия

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.