Senior Technical CSM: AI & API Growth Coach

KONG; Olympia (WA); On-site; USD 100,000 - 160,000; Full time

Job summary

Kong is seeking a Customer Experience (CX) professional to champion the journey of a portfolio of commercial customers, unlocking value from Kong’s API and AI platform. You will partner with US sales and cross-functional teams to scale adoption and outcomes.

You will lead initiatives to maximize customer success, automation, and reusable assets, while building strong relationships and becoming a trusted SME on Kong technologies.

Qualifications

• Experience in customer-facing, technically advanced SaaS or infrastructure environments.
• Portfolio management and automated engagement techniques.
• Strong communication and organizational skills.
• Solid understanding of cloud-native tech and DevOps concepts.

Responsibilities

• Coach customers through lifecycle with CX teams.
• Inspire AI/API vision for customers' future with Kong’s solution as a pivotal part.
• Co-define what good looks like in adoption plans and post-sales engagement.
• Work with Sales and Product to maximize customer value.
• Innovate tooling and processes to increase team efficiency.
• Work on innovative and cutting-edge customer projects.
• Become an SME on Kong products and apply knowledge to real-world usage.
• Collaborate with peers, business partners and groups.

Skills

Builder mindset

Portfolio management

Communication skills

Organizational skills

Cloud Native understanding

DevOps/CI-CD

SaaS/Open Source experience

Kubernetes knowledge

Tools

Kubernetes

Job description

Kong is seeking a Customer Experience (CX) professional to champion the journey of a portfolio of commercial customers, unlocking value from Kong’s API and AI platform. You will partner with US sales and cross-functional teams to scale adoption and outcomes.

You will lead initiatives to maximize customer success, automation, and reusable assets, while building strong relationships and becoming a trusted SME on Kong technologies.