Senior Customer Success Manager - Remote Opportunity

About the Role

Are you ready to power the World’s connections? We're seeking a Senior Customer Success Manager - Remote to join our dynamic team at Kong. In this role, you will set the standard for excellence in our Customer Success organization, focusing on the disciplined execution of the Customer Post-Sales Process. You will directly drive adoption, expansion, and risk mitigation, blending 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: Guide customers through a value-based engagement model, gaining 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.

Requirements

• Grit & Determination: Customer obsession and 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 collaborative approach to achieving shared company goals, rather than focusing solely on individual wins.
• Prioritization: Experience managing multiple customers simultaneously while focusing on attention to detail and delivering results across multiple initiatives, such as driving expansion, customer satisfaction, feature adoption, and retention.

What We Offer

• Competitive salary range of $120,000 to $150,000 per year.
• Flexible remote work environment.
• Opportunities for professional growth and development.
• Access to cutting-edge technologies and tools.
• Collaborative and inclusive company culture.