Staff Technical Customer Success Manager
At a glance
Senior Customer Success role at Kong. Remote, United States · full-time · $160,000–$200,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide customers through their full lifecycle and coordinate with Customer Experience teams around measurable outcomes
- Help customers shape AI- and API-focused plans, with Kong’s products supporting their next steps
- Set practical standards for adoption plans, post-sale engagement, recommendations, and rationale
- Partner with Sales and Product to improve customer results, tools, and operating processes
- Build product expertise and apply Kong technologies to complex customer projects
What you bring
- You have worked directly with customers in technically advanced SaaS, open-source, or infrastructure software settings
- You understand cloud-native environments, including containers, Kubernetes, microservices, and foundational APIM concepts
- You can explain the role of DevOps, CI/CD, and cloud-computing IaaS
- You bring strong communication, organization, self-awareness, and independent problem-solving skills
Who this fits
This role suits a technically oriented customer success professional who can manage commercial customers, spot repeatable patterns, and turn them into automated engagement approaches. You’ll work remotely from Sacramento and alongside US sales teams. The role calls for strong collaboration across Customer Experience, Sales, Product, and other groups.
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:
You will be working at a dynamic and fast paced start-up as a member of the Customer Experience (CX) team. You will be enabling Customers to leverage APIs and microservices to drive their business initiatives in one of the most exciting and innovative technology domains in the industry. This team is responsible for interfacing with our customers throughout their lifecycle helping them realize the value of their Kong investment.
As a member of the CX team you will act as a champion for our most critical asset, our customers. You will be working with a portfolio of customers seeking to identify growth opportunities and ensuring they have what they need to be successful. In this role you will work alongside the US sales teams and will have the opportunity to build a large portfolio of Customers.
This is an incredibly exciting role at the forefront of technology. You will not only be building strong relationships with key customers, you will be pioneering the approach to managing customers by leveraging self service technology and re-usable assets to maximize the value Kong can provide.
What You"ll Do:
Coach customers throughout their lifecycle while working collaboratively with the rest of the Customer Experience teams to ensure customer outcomes.
Inspire customers to create an AI, API optimized vision for their future; with your partnership and Kong’s solution as a pivotal part of the path ahead.
Co-Define what ‘good’ looks like in terms of adoption plans, post-sales engagement, what is recommended and why.
Work with Sales and Product teams to ensure Kong customers are getting the most out of the solution.
Help innovate tooling and processes to make you and your team more efficient.
Work on innovative and cutting edge customer projects.
Become an SME on Kong products and technologies, taking that knowledge and applying it to real world usage.
Collaborate with other peers, business partners and groups.
What You'll Bring:
Have a builder’s mentality, seeking to find solutions to complex problems that will make life better for Kong customers and internal teams alike.
Manage a portfolio of commercial customers, looking for patterns that can be addressed through an automated approach using the latest customer engagement techniques.
Have passion and determination about Kong’s technology and growing customer base.
Be a self starter with strong organizational skills to drive effective customer outcomes.
Have a good understanding of complex technology environments.
Have great self awareness and strong communication skills.
Bring proven experience in customer-facing, technically advanced environments via SaaS, Open Source and/or Infrastructure software companies.
Have a solid understanding of Cloud Native and the technologies that make it work; (Containers, Kubernetes, Microservices) as well as have a foundational understanding of APIM.
Understand the value of DevOps, CI/CD and Cloud Computing IaaS
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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