Senior Customer Success Manager

Are you ready to power the World's connections? If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others. As a member of the Customer Success team, you will act as a champion for our largestand most critical customers. You will function as the primary post-sales point of contactfor all technical, product and support questions on a day-to-day basis. In addition, youwill help establish, implement and run processes and projects that help deliversuccessful adoption of Kong products. In this role, you will have the opportunity tointerface with everyone in the customer environment, from Developers to Executives andrepresent our values every day, as well as allow you to understand their business,operational, and technical needs to help them achieve the greatest value from Kong. What you'll be doing:Onboard new customers while validating and identifying customersneeds, key project timelines, potential challenges and risk factorsUnderstand, advocate and document the customer’s use case, architectureand roadmapDrive the adoption and implementation of Kong product features by leadinghands-on product demonstrations and technical workshop sessionsWork with customers to explore new use-cases and expand Kong’s APIplatform usageDocument path to ROI through Joint Success Plan and playbackbusiness valueBuild active and meaningful relationships with customers, and emergeas their trusted technical advisor and a partnerBe involved in customers’ renewal and expansionEffectively manage the tracking and resolution of customer escalationson behalf of the product and servicesManage customer accounts with Kong’s customer maturity modelframeworkPeriodic review of Kong implementation and walk-through best practicesAnd any additional tasks required by the managerWhat you'll bring:3-5 years of experience working in a technical, customer-facing role(Technical Account Management, Sales Engineering, TechnicalSupport, Professional Services. Knowledge of developer concepts such as DevOps, full-stackapplication development and microservices on cloud computingExcellent communication skills and an ability to concisely articulatecomplex technical issues and solutionsStorytelling with data to articulate business value realised through KongproductsStrong collaboration and teamwork with cross-functional teams (Sales,Product, Engineering, Marketing, Support, etc., to represent the voice ofthe customer. Strong desire to tackle hard technical problems and proven ability to do sowith little or no direct daily supervisionExperience managing multiple projects at a time while focusing onattention to detail and deliver results across multiple initiatives, such asdriving expansion, customer satisfaction, feature adoption, and retentionPrior experience administering/interacting with an API managementplatforms (plus)Prior experience working for a technology startup (plus)About Kong: Kong Inc., a leading developer of cloud API technologies, is on a mission to enable companies around the world to become “API-first” and securely accelerate AI adoption. Kong helps organizations globally — from startups to Fortune 500 enterprises — unleash developer productivity, build securely, and accelerate time to market. For more information about Kong, please visit www.konghq.com or follow us on X @thekonginc. Apply to this Job