Staff Customer Success Manager, UK

Kong Inc.; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

KongHQ in the United States seeks a Staff/Senior Customer Success Manager to set the standard for CS excellence. You will drive adoption, expansion, and risk mitigation across strategic accounts, balancing technical understanding with executive leadership.

In this role, you will lead value-based engagements, craft success plans, and map customer organizations to align with business objectives. You will coordinate with partners to uncover opportunities and ensure renewals while maintaining SFDC

Qualifications

• Proven experience in Customer Success leadership, post-sales processes, and risk mitigation.
• Ability to drive adoption, expansion, and renewals across complex organizations.
• Strong executive-level communication and stakeholder management.

Responsibilities

• Develop strategic success plans with use cases and roadmaps.
• Lead value-realization engagements to demonstrate business impact.
• Map organizations and identify champions and decision-makers.
• Coordinate with partners to expand stakeholder alignment and opportunities.
• Monitor health metrics and derive insights using analytics tools.
• Deliver impactful QBRs/EBRs articulating platform value.

Skills

Strategic thinking

Executive communication

Cross-functional collaboration

Prioritisation

Languages: English fluency

Tools

Tableau

SFDC

Clari

Hex

Job description

Are you ready to unlock intelligence?

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 the company’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 the company platform in alignment with the customer’s business needs.
• Command the Platform: Confidently articulate the unique value of the company’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.
• Languages: Fluent English is essential, fluency in French, German or Spanish is highly beneficial.

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About the Company

the company, the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, the company’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.