Staff Customer Success Manager
At a glance
Senior Customer Success role at Kong. Paris · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Build customer success plans around use cases, roadmaps, and measurable business outcomes
- Guide customers through value-focused engagements that show how Kong affects their business
- Chart customer power structures to find champions, decision-makers, and additional stakeholders
- Use partner relationships to reach new customer personas and broaden alignment
- Track health with utilization data and tools including Tableau, SFDC, Clari, and Hex, then lead QBRs, renewals, and expansion work
What you bring
- You stay focused on customer goals and recover quickly when problems or setbacks arise
- You listen actively and use layered, open questions to uncover underlying causes
- You can juggle several customers while advancing adoption, satisfaction, expansion, retention, and multiple initiatives
- You work collaboratively toward shared goals rather than optimizing only for individual results
Who this fits
This role suits a senior customer success professional who can combine technical understanding with executive-level customer conversations. You'll need to manage multiple accounts, present platform value in QBRs and EBRs, and coordinate closely with account teams on renewals and expansion. The position is onsite in Paris, France
From the employer
Are you ready to unlock intelligence?
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.
About the Role:
As a Staff/Senior Customer Success Manager, you will set the standard of what great looks like in our CS organization. You will master your craft by focusing on the disciplined execution of the Customer Post-Sales Process, directly driving adoption, expansion, and risk mitigation. This role is strategic, requiring you to blend technical knowledge with an executive mindset to deliver exceptional business value.
What You'll Do:
Drive Strategic Customer Success: Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes.
Value realization: Take customers through a value-based engagement model, and gain a clear understanding of Kong’s impact on their business.
Navigate Complex Organizations: Map customer organizations by building power and influence charts to identify key champions and decision-makers.
Leverage Partner Ecosystems: Utilize partners to uncover new personas within the customer organization and expand stakeholder alignment.
Harness Data & Analytics: Use utilization metrics, Leading Indicators, and tools like Tableau, SFDC, Clari, and Hex to monitor health, identify risks, and extract actionable insights.
Master the Message: Run impactful QBRs/EBRs by adopting an executive mindset, clearly articulating the value of the Kong platform in alignment with the customer’s business needs.
Command the Platform: Confidently articulate the unique value of Kong's components (Dedicated Cloud Gateway, API Gateway, AI Gateway, Mesh Manager, etc.).
Manage Renewals & Forecasting: Collaborate closely with the broader account team to validate renewal timelines, surface cross-sell opportunities, and maintain strong SFDC hygiene
What You'll Bring:
Grit & Determination: Customer obsession and the resilience to bounce back from setbacks, relentlessly pursuing customer goals and overcoming issues.
Curiosity: An inquisitive mindset paired with active listening and probing skills to ask layered, open-ended questions that uncover root causes.
Team-Oriented Mindset: A deeply collaborative approach to achieving shared company goals, rather than focusing solely on individual wins.
Prioritization: Experience managing multiple customers at a time while focusing on attention to detail and delivering results across multiple initiatives, such as driving expansion, customer satisfaction, feature adoption, and retention.
About Kong:
Kong Inc., the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, Kong’s unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit www.konghq.com.
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