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Kong is seeking a Staff Technical Customer Success Manager to join its Customer Experience (CX) team. You will serve as a strategic champion for Kong's most critical customers, managing a portfolio of commercial accounts and identifying growth opportunities throughout their lifecycle.
In this role, you will coach customers on leveraging Kong's API and AI connectivity platform to drive their business initiatives. You'll work collaboratively with Sales, Product, and other CX teams to ensure customers realize maximum value from their Kong investment. Key responsibilities include defining adoption plans and post-sales engagement strategies, collaborating on innovative customer projects, and becoming a subject matter expert on Kong's cloud-native technologies including Kubernetes, microservices, API management, and DevOps practices.
You will pioneer new approaches to customer management by leveraging self-service technology and reusable assets to scale impact. This includes innovating tooling and processes to improve team efficiency and identifying patterns across your portfolio that can be addressed through automation and modern customer engagement techniques.
The ideal candidate brings a builder's mentality and proven experience in technically advanced, customer-facing SaaS or infrastructure software environments. You should have strong understanding of cloud-native technologies, API management, CI/CD, and cloud computing. Excellent communication skills, self-awareness, and the ability to manage complex technical environments are essential. You'll be a self-starter with strong organizational skills, passionate about Kong's technology and customer success.
