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Kong is seeking a Senior Technical Customer Success Manager to join its Customer Experience (CX) team. You will manage a portfolio of commercial customers, helping them realize the value of Kong's API and AI platform. This role bridges customer success and technical enablement, requiring you to coach customers throughout their lifecycle, identify growth opportunities, and ensure successful adoption of Kong's solutions.
Key responsibilities include:
- Coaching customers through their entire lifecycle while collaborating with CX teams to drive customer outcomes
- Defining adoption plans and post-sales engagement strategies, working with Sales and Product teams
- Managing a portfolio of customers to identify patterns addressable through automation and modern customer engagement techniques
- Innovating tooling and processes to improve efficiency for yourself and your team
- Working on cutting-edge customer projects involving APIs, microservices, and cloud-native technologies
- Learning Kong's products and applying that knowledge to real-world customer use cases
- Collaborating across teams to represent Kong's commitment to customer success
You will work in a dynamic, fast-paced environment at the forefront of API and AI connectivity technology. The role offers the opportunity to build strong customer relationships, pioneer new approaches to customer management using self-service technology, and help modernize enterprise software.
Requirements:
- Prior experience in a similar Customer Success or Technical Account Management role within SaaS, Open Source, and/or Infrastructure software companies
- Strong understanding of complex technology environments and cloud-native architecture
- Solid knowledge of Containerization, Kubernetes, Microservices, and foundational understanding of API Management (APIM)
- Understanding of DevOps, CI/CD, and Cloud Computing (IaaS)
- Builder's mentality with ability to solve complex problems
- Self-starter with strong organizational and communication skills
- Excellent self-awareness and ability to manage a commercial customer portfolio
- Passion for technology and customer success
- Strong communication and relationship-building skills
