Senior Customer Success Manager

Kong; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Kong is seeking a Staff/Senior Customer Success Manager to set the standard in our CS organization. You will master post-sales processes, drive adoption, expansion, and risk mitigation with an executive mindset.

You will map organizations, leverage partners, and use data tools like Tableau, SFDC, Clari, and Hex to monitor health, forecast renewals, and lead impactful QBRs that clearly articulate Kong’s value.

Qualifications

• Experience in customer success or post-sales roles.
• Proven ability to drive adoption, expansion, and renewals.
• Strong communication and strategic thinking with executive presence.

Responsibilities

• Drive Strategic Customer Success: develop comprehensive success plans with use cases and outcomes.
• Value realization: lead value-based engagements and demonstrate Kong's impact.
• Navigate Complex Organizations: map champions and key decision-makers.
• Leverage Partner Ecosystems: work with partners to expand stakeholder alignment.
• Harness Data & Analytics: use Tableau, SFDC, Clari, Hex to monitor health and risks.
• Master the Message: run QBRs/EBRs and articulate Kong's value to business needs.
• Command the Platform: communicate Kong’s components and unique value clearly.
• Manage Renewals & Forecasting: align with account teams on renewals and cross-sell.

Skills

Grit & Determination

Curiosity

Team-Oriented Mindset

Prioritization

Tools

Tableau

SFDC

Clari

Hex

Job description

Are you ready to unlock intelligence?

Staff/ Senior Customer Success Manager

About the role:

As a 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’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: 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., 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.