Director, Global Scaled CS — AI-Driven, Digital-First

Kong; Raleigh (NC); On-site; USD 250,000 - 300,000; Full time

Job summary

Kong Inc., a leader in API and AI connectivity technologies, seeks a Director of Scaled Customer Success to redefine how we support, retain, and grow our commercial base. This is a digital-first, globally oriented role with a focus on automation, AI, and scalable customer journeys.

You will oversee a global team of CSMs, develop a low-touch strategy, and align CS efforts with renewals to maximize retention and expansion across thousands of customers.

Qualifications

• 10+ years of experience in Customer Success, Account Management, or Professional Services within the SaaS or Infra space.
• 5+ years of experience leading and scaling high-performing teams, ideally global/remote.
• Experience leading a TAM/Technical CSM function; comfortable with API, microservices, cloud.
• Proven track record building automated customer journeys using CS platforms to drive scale.

Responsibilities

• Lead a global team of CSMs and foster a culture of technical excellence and proactive customer advocacy.
• Design and implement a scalable low-touch CS strategy.
• Build end-to-end digital customer journeys and automate onboarding/adoption to accelerate time-to-value.
• Pilot AI-driven tools to deliver personalized experiences at scale.
• Lead content strategy for automated webinars, docs, and self-service hubs.
• Monitor health metrics and translate utilization into realized business outcomes to prevent churn.
• Partner with Renewals to forecast accurately and drive retention/expansion.

Skills

Leadership

Strategy

Data-driven

CS platforms

Tools

Gainsight

Totango

ChurnZero

Job description

Kong Inc., a leader in API and AI connectivity technologies, seeks a Director of Scaled Customer Success to redefine how we support, retain, and grow our commercial base. This is a digital-first, globally oriented role with a focus on automation, AI, and scalable customer journeys.

You will oversee a global team of CSMs, develop a low-touch strategy, and align CS efforts with renewals to maximize retention and expansion across thousands of customers.