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Kong is an AI Connectivity Company building the connectivity layer for AI. As a Senior Customer Success Manager, you will set the standard for excellence in Kong's Customer Success organization, driving adoption, expansion, and risk mitigation for strategic accounts.
You will develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes, taking customers through a value-based engagement model to demonstrate Kong's impact on their business. You'll navigate complex customer organizations by mapping stakeholders, building power and influence charts to identify champions and decision-makers, and leveraging partner ecosystems to expand alignment across multiple personas.
Your responsibilities include running impactful quarterly business reviews (QBRs) and executive business reviews (EBRs) with an executive mindset, clearly articulating the value of Kong's platform components—including Dedicated Cloud Gateway, API Gateway, AI Gateway, and Mesh Manager—in alignment with customer business needs. You will harness data and analytics using tools like Tableau, Salesforce, Clari, and Hex to monitor account health, identify risks, and extract actionable insights. You'll collaborate closely with the broader account team to manage renewals, validate renewal timelines, surface cross-sell opportunities, and maintain strong Salesforce hygiene.
This is a strategic role requiring you to blend technical knowledge with an executive mindset. You'll manage multiple customers simultaneously while maintaining attention to detail and delivering results across expansion, customer satisfaction, feature adoption, and retention initiatives.
Kong's platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic on any model and any cloud. The company is trusted by Fortune 500 companies and AI-native startups.
Qualifications:
- Customer obsession with grit, determination, and resilience to overcome setbacks
- Inquisitive mindset with active listening and probing skills to ask layered, open-ended questions that uncover root causes
- Deeply collaborative, team-oriented approach to achieving shared company goals
- Experience managing multiple customers simultaneously with strong prioritization and attention to detail
- Ability to blend technical knowledge with executive-level communication
- Experience with CRM systems (Salesforce), analytics platforms, and business intelligence tools preferred
