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If you don’t think you meet all of the criteria below but are still interested in the job, please apply. 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.
About the Role:
As a Senior Customer Success Manager at Kong, you will be a strategic partner for our key customers, ensuring their long-term success and maximizing the value they derive from our solutions. You will champion customer satisfaction, drive product adoption, and foster strong, enduring relationships.
What You’ll Do:
* Develop and execute strategic account plans to drive customer retention, growth, and advocacy.
* Proactively engage with customers to understand their business objectives, challenges, and technical requirements.
* Act as a trusted advisor, guiding customers through change management initiatives and product adoption processes.
* Monitor customer health, analyze usage data, and identify opportunities for process improvements and increased value realization.
* Collaborate cross-functionally with sales, product, and technical support teams to address customer needs and resolve complex issues.
* Leverage strong business communication skills to conduct effective presentations, workshops, and business reviews with executive stakeholders.
* Contribute to the ongoing development and refinement of customer success strategies and best practices.
* Drive customer satisfaction through exceptional customer experience (CX) and proactive relationship management.
* Identify opportunities for upselling and cross-selling, working closely with the Sales Management team.
* Manage and prioritize multiple customer engagements and projects concurrently, demonstrating strong program and project management capabilities.
* Provide technical support guidance and escalation management when necessary, ensuring timely resolution.
What You’ll Bring:
* Bachelor's degree in Business, Computer Science, or a related field.
* Proven experience in a customer-facing role, such as Account Management or Customer Success, preferably within a B2B SaaS environment.
* Demonstrated expertise in Customer Relationship Management (CRM) and a deep understanding of customer engagement methodologies.
* Strong analytical skills with the ability to perform Data Analysis and Data Management to derive actionable insights.
* Excellent Business Communications skills, both written and verbal, with the ability to articulate complex information clearly and concisely.
* Experience with Change Management principles and guiding customers through transitions.
* A strong passion for delivering exceptional Customer Experience (CX) and driving Customer Satisfaction.
* Familiarity with Product Management concepts and the ability to articulate product value.
* Proven ability in Program Management and Project Management, with experience managing multiple initiatives simultaneously.
* Understanding of Sales Management principles and the ability to identify growth opportunities.
* Basic understanding of Technical Support processes and ability to troubleshoot common issues.
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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.