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Kong is seeking a Senior Technical Customer Success Manager to join the Customer Experience (CX) team. You will work with a portfolio of commercial customers in the Americas, helping them realize the value of Kong's API and AI platform. This role sits at the intersection of customer success, sales enablement, and technical expertise.
Key Responsibilities:
- Coach customers throughout their lifecycle, collaborating with CX teams to ensure successful outcomes and adoption
- Define best practices for adoption plans, post-sales engagement strategies, and customer recommendations
- Partner with Sales and Product teams to maximize customer value realization
- Innovate tooling and processes to improve team efficiency and scalability
- Work on cutting-edge customer projects leveraging Kong's API and AI connectivity platform
- Develop deep product and technology knowledge and apply it to real-world customer use cases
- Collaborate cross-functionally with peers, business partners, and internal groups
- Identify patterns across the customer portfolio and develop automated, scalable solutions using modern customer engagement techniques
You will act as a champion for Kong's customers, managing a commercial portfolio while pioneering scalable approaches to customer success through self-service technology and reusable assets. This is a fast-paced role requiring strong organizational skills, technical acumen, and the ability to build lasting customer relationships.
Requirements:
- Prior experience in a similar Customer Success or Technical Account Management role within SaaS, Open Source, or Infrastructure software companies
- Strong understanding of complex technology environments and Cloud Native architecture
- Solid knowledge of containerization, Kubernetes, microservices, and foundational API Management (APIM) concepts
- Understanding of DevOps, CI/CD, and Cloud Computing (IaaS)
- Builder's mentality with ability to solve complex problems
- Self-starter with excellent organizational and communication skills
- Strong self-awareness and ability to work collaboratively across teams
- Passion for technology and customer success
- Ability to identify patterns and develop scalable solutions
