Strategic CSM Lead, UK - Value Realization & Renewals

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

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