SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Kong is seeking a Staff Customer Success Manager to set the standard for excellence in their customer success organization. This strategic role blends technical knowledge with executive leadership to drive adoption, expansion, and risk mitigation for enterprise customers.
You will develop comprehensive success plans covering use cases, roadmaps, and business outcomes aligned with customer objectives. You'll take customers through a value-based engagement model, demonstrating Kong's impact on their business and ensuring clear value realization. A key responsibility is navigating complex customer organizations by mapping stakeholders, identifying champions and decision-makers, and building influence across multiple personas.
You will leverage partner ecosystems to expand stakeholder alignment and uncover new opportunities within accounts. Using data and analytics tools (Tableau, Salesforce, Clari, Hex), you'll monitor customer health, identify risks through utilization metrics and leading indicators, and extract actionable insights to drive proactive interventions.
Executive communication is central to this role. You'll run impactful quarterly business reviews and executive business reviews, articulating Kong's unique value proposition—including its API Gateway, AI Gateway, Dedicated Cloud Gateway, and Mesh Manager—in alignment with customer business needs. You'll manage renewals and forecasting collaboratively with the account team, validating timelines, surfacing cross-sell opportunities, and maintaining strong CRM hygiene.
The ideal candidate demonstrates customer obsession with the resilience to overcome setbacks, an inquisitive mindset paired with active listening skills, and a deeply collaborative team-oriented approach. You'll prioritize effectively across multiple customers while delivering results on expansion, satisfaction, adoption, and retention initiatives.
