Staff Technical CSM: AI-Driven API Success

Kong; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Kong is seeking a Customer Experience professional to help customers realize the value of Kong's APIs and microservices. You will work with US sales teams and manage a portfolio of customers, championing adoption and success across the lifecycle.

You will collaborate with product, sales, and other CX teams to innovate tooling, define success metrics, and deliver outcomes that maximize Kong’s value and customer satisfaction.

Qualifications

• Experience solving complex problems for customers in SaaS/Open Source environments.
• Ability to manage a portfolio of commercial customers and identify patterns for automation.
• Strong communication skills and proactive, self-driven work style.
• Comfort with fast-paced startup dynamics and cross-functional collaboration.

Responsibilities

• Coach customers throughout their lifecycle with CX teams to ensure outcomes.
• Inspire customers to adopt AI/API-driven visions using Kong as a key component.
• Partner with Sales and Product to maximize Kong value for customers.
• Define adoption plans, post-sales engagement, and recommended practices.
• Develop tools and processes to improve team efficiency.
• Work on innovative customer projects as a Kong SME.

Skills

Builder mindset

Portfolio management

SaaS/Open Source experience

Technical communication

Self-starter

Understanding of complex tech

Customer-facing experience

Job description

Kong is seeking a Customer Experience professional to help customers realize the value of Kong's APIs and microservices. You will work with US sales teams and manage a portfolio of customers, championing adoption and success across the lifecycle.

You will collaborate with product, sales, and other CX teams to innovate tooling, define success metrics, and deliver outcomes that maximize Kong’s value and customer satisfaction.