Customer Success Manager - Remote

About the Role

We are seeking a passionate Customer Success Manager to join our team remotely. In this role, you will be the champion for Kong customers, ensuring they achieve the greatest value from our products. As a Customer Success Manager, you'll engage with customers daily, addressing their technical, product, and support queries while fostering strong relationships.

What You'll Do

• Engage with customers primarily through inbound requests.
• Support onboarding new customers by validating and identifying their needs, key project timelines, potential challenges, and risk factors.
• Drive adoption and implementation of Kong product features by leading hands-on product demonstrations and technical workshop sessions.
• Conduct periodic reviews of Kong implementation through health checks.
• Understand, advocate, and document the customer’s use case, architecture, and roadmap.
• Work with customers to explore new use cases and expand Kong’s API platform usage.
• Build active and meaningful relationships with customers, emerging as their trusted technical advisor and partner.
• Participate in renewal or expansion discussions when looped in by Sales or Renewal teams for technical input.
• Effectively manage the tracking and resolution of customer escalations on behalf of products and services.
• Manage customer accounts with Kong’s customer maturity model framework.
• Perform any additional tasks required by the manager.

Requirements

• Excellent communication skills with the ability to articulate complex technical issues and solutions concisely.
• Practical working knowledge of APIs and microservices architectures.
• Previous experience with Kubernetes and Cloud technologies (AWS, GCP, Azure).
• Ability to use data storytelling to articulate business value realized through Kong products.
• Strong collaboration and teamwork skills with cross-functional teams (sales, product, engineering, marketing, support, etc.) to represent the voice of the customer.
• Strong desire to tackle hard technical problems with minimal supervision.
• Experience managing multiple projects simultaneously while focusing on attention to detail and delivering results across various initiatives, such as driving expansion, customer satisfaction, feature adoption, and retention.

Nice to Have

• Experience in a fast-paced startup environment.
• Familiarity with AI technologies.
• Knowledge of Docker and containerization.

What We Offer

• Competitive salary and performance bonuses.
• Flexible remote work environment.
• Professional development opportunities.
• Health and wellness benefits.
• Collaborative and inclusive company culture.
• Access to cutting-edge technologies and tools.