Staff Customer Success Manager, UK

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

Job summary

Kong Inc., the AI Connectivity Company, is seeking a strategic Customer Success leader in the United States. You will drive comprehensive success plans, map complex customer organizations, and leverage data tools to monitor health and surface insights.

Your role centers on revising outcomes, expanding adoption, and aligning with executives to articulate Kong’s value. You will work across functions to ensure renewals, forecast accuracy, and cross-sell opportunities, while guiding customers toward

Qualifications

• Grit and determination with customer obsession.
• Curiosity and probing to uncover root causes.
• Team-oriented mindset and collaborative approach.
• Prioritization across multiple customers and initiatives.

Responsibilities

• Drive strategic customer success with comprehensive plans.
• Lead value realization and demonstrate business impact.
• Map organizations to identify champions and decision-makers.
• Leverage partner ecosystems to expand stakeholder reach.
• Use data and analytics tools to monitor health and risk.
• Conduct impactful QBRs/EBRs with executive framing.
• Articulate Kong’s platform value across components.
• Collaborate on renewals, forecasting, and cross-sell opportunities.

Tools

Tableau

SFDC

Clari

Hex

Job description

Are you ready to unlock intelligence?

About the Role:

• 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.
• 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.

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.