Staff Customer Success Manager

Responsibilities

• Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes.
• Take customers through a value-based engagement model, and gain a clear understanding of Kong’s impact on their business.
• Map customer organizations by building power and influence charts to identify key champions and decision-makers.
• Utilize partners to uncover new personas within the customer organization and expand stakeholder alignment.
• Use utilization metrics, Leading Indicators, and tools like Tableau, SFDC, Clari, and Hex to monitor health, identify risks, and extract actionable insights.
• 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.
• Collaborate closely with the broader account team to validate renewal timelines, surface cross-sell opportunities, and maintain strong SFDC hygiene

Requirements

• Customer obsession and the resilience to bounce back from setbacks, relentlessly pursuing customer goals and overcoming issues.

About the Role

As a Staff Customer Success Manager, you will set the standard of what great looks like in our CS organization. You will master your craft by focusing on the disciplined execution of the Customer Post-Sales Process, directly driving adoption, expansion, and risk mitigation. This role is strategic, requiring you to blend technical knowledge with an executive mindset to deliver exceptional business value.

Command the Platform

Confidently articulate the unique value of Kong's components (Dedicated Cloud Gateway, API Gateway, AI Gateway, Mesh Manager, etc.).

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.

Prioritization

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.

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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