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Kong is seeking a Director of Global Scaled Customer Success to lead a high-performing global team of Customer Success Managers and redefine how the company supports, retains, and grows its expanding commercial customer base. This is a strategic, digital-first role focused on building scalable, automated customer success operations rather than traditional hands-on account management.
In this role, you will directly lead and grow a global CSM team, fostering a culture of technical excellence and proactive customer advocacy. You'll design and execute a sophisticated "one-to-many" customer success strategy that moves away from manual intervention toward a scalable model maintaining high engagement through innovation and automation.
Key responsibilities include building end-to-end digital customer lifecycles with automated onboarding and adoption paths to accelerate time-to-value for thousands of users. You'll pioneer AI-driven tools and workflows to deliver personalized, high-touch customer experiences at massive scale. You'll shift the paradigm from manual support to a digital-first resource engine, leading creation of automated webinars, interactive documentation, and self-service hubs.
You'll monitor the health of the commercial customer base to identify and bridge "value debt," ensuring technical utilization translates into realized business outcomes and prevents churn. You'll partner closely with the Renewals Manager to develop precise forecasts driving higher retention and expansion rates.
Required qualifications include 10+ years in Customer Success, Account Management, or Professional Services within SaaS or Infrastructure; 5+ years leading and scaling high-performing teams in global or remote environments; and experience leading Technical Account Manager or Technical CSM functions. You should be comfortable discussing API management, microservices, and cloud infrastructure. A proven track record building automated customer journeys and utilizing CS platforms (Gainsight, Totango, ChurnZero) is essential. Strong data analysis skills and ability to translate complex datasets into actionable retention strategies and financial forecasts are required.
