Staff Technical CSM: AI & API Adoption Leader

Kong Inc.; California (MO); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Kong Inc., the AI Connectivity Company, seeks a Customer Experience professional to join the CX team in the United States. You will enable customers to leverage APIs and microservices to drive business initiatives, ensuring they realize the value of their Kong investment throughout their lifecycle.

You will manage a portfolio of commercial customers, collaborate with US sales and product teams, coach customers across adoption and post-sales engagement, and help shape tooling and processes to

Qualifications

• Experience in customer-facing, technically advanced SaaS environments (open source and/or infrastructure software).
• Strong understanding of Cloud Native technologies (Containers, Kubernetes, Microservices) and API management (APIM).
• Excellent communication and organizational skills; proven ability to manage customer portfolios and drive outcomes.
• Experience using modern customer engagement techniques to automate and scale workflows.

Responsibilities

• Coach customers throughout their lifecycle and collaborate with CX teams to ensure outcomes.
• Inspire customers to adopt AI/API-driven capabilities and align Kong solutions with their future vision.
• Collaborate with Sales and Product to maximize value from Kong solutions.
• Define what good adoption plans look like and contribute to post-sales engagement strategies.
• Help innovate tooling and processes to increase team efficiency.
• Become an SME on Kong products and technologies and apply knowledge to customer usage.
• Build relationships with peers, business partners, and groups.

Skills

Big-picture thinking

Portfolio management

Self-starter

Communication skills

Cloud Native & DevOps basics

APIM & microservices knowledge

Customer-facing experience

Tools

Kubernetes

Job description

Kong Inc., the AI Connectivity Company, seeks a Customer Experience professional to join the CX team in the United States. You will enable customers to leverage APIs and microservices to drive business initiatives, ensuring they realize the value of their Kong investment throughout their lifecycle.

You will manage a portfolio of commercial customers, collaborate with US sales and product teams, coach customers across adoption and post-sales engagement, and help shape tooling and processes to