P-Staff Customer Success Manager, UK

Kong; United States; Remote; USD 140,000 - 170,000; Full time

Job summary

Kong Inc., the AI Connectivity Company, is seeking a Staff/Senior Customer Success Manager to set the standard of excellent CS in our organization. You will master disciplined post-sales execution, drive adoption, expansion, and risk mitigation while blending technical knowledge with an executive mindset to deliver business value.

You will build strategic success plans, map organizations, leverage partners, and monitor health with data tools like Tableau, SFDC, Clari, and Hex to identify risks

Qualifications

• Customer obsession and resilience in pursuing goals.
• Inquisitive mindset with active listening and probing skills.
• Deep collaborative approach to achieve company goals.
• Ability to manage multiple customers with attention to detail.

Responsibilities

• Develop comprehensive success plans covering use cases, roadmaps, and outcomes.
• Drive value-based engagement and show Kong’s impact to the customer.
• Map customer organizations to identify champions and decision-makers.
• Leverage partners to expand stakeholder alignment.
• Use utilization metrics and tools to monitor health and extract insights.
• Run impactful QBRs/EBRs with an executive mindset.
• Articulate the unique value of Kong’s platform components.
• Collaborate with account teams to forecast renewals and surface cross-sell opportunities.

Skills

Grit

Curiosity

Team collaboration

Prioritisation

Executive communication

Tools

Tableau

SFDC

Clari

Hex

Job description

Are you ready to unlock intelligence?

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 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 organisation. 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: Utilise 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.
• Prioritisation: 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.

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