Staff Technical Customer Success Manager

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

Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

You will be working at a dynamic and fast paced start-up as a member of the Customer Experience (CX) team. You will be enabling Customers to leverage APIs and microservices to drive their business initiatives in one of the most exciting and innovative technology domains in the industry. This team is responsible for interfacing with our customers throughout their lifecycle helping them realize the value of their Kong investment.

As a member of the CX team you will act as a champion for our most critical asset, our customers. You will be working with a portfolio of customers seeking to identify growth opportunities and ensuring they have what they need to be successful. In this role you will work alongside the US sales teams and will have the opportunity to build a large portfolio of Customers.

This is an incredibly exciting role at the forefront of technology. You will not only be building strong relationships with key customers, you will be pioneering the approach to managing customers by leveraging self service technology and re-usable assets to maximize the value Kong can provide.

What You'LL Do:

• Coach customers throughout their lifecycle while working collaboratively with the rest of the Customer Experience teams to ensure customer outcomes.
• Inspire customers to create an AI, API optimized vision for their future; with your partnership and Kong’s solution as a pivotal part of the path ahead.
• Co-Define what ‘good’ looks like in terms of adoption plans, post-sales engagement, what is recommended and why.
• Work with Sales and Product teams to ensure Kong customers are getting the most out of the solution.
• Help innovate tooling and processes to make you and your team more efficient.
• Work on innovative and cutting edge customer projects.
• Become an SME on Kong products and technologies, taking that knowledge and applying it to real world usage.
• Collaborate with other peers, business partners and groups.

What You'll Bring:

• Have a builder’s mentality, seeking to find solutions to complex problems that will make life better for Kong customers and internal teams alike.
• Manage a portfolio of commercial customers, looking for patterns that can be addressed through an automated approach using the latest customer engagement techniques.
• Have passion and determination about Kong’s technology and growing customer base.
• Be a self starter with strong organizational skills to drive effective customer outcomes.
• Have a good understanding of complex technology environments.
• Have great self awareness and strong communication skills.
• Bring proven experience in customer-facing, technically advanced environments via SaaS, Open Source and/or Infrastructure software companies.
• Have a solid understanding o