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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 Senior Customer Success Manager at Kong, you will be a strategic partner for our key customers, ensuring their long-term success and maximizing the value they derive from our solutions. You will champion customer satisfaction, drive product adoption, and foster strong, enduring relationships.
What You’ll Be Doing:
* Develop and execute strategic account plans to drive customer retention, growth, and advocacy.
* Proactively engage with customers to understand their business objectives, challenges, and technical requirements.
* Act as a trusted advisor, guiding customers through change management initiatives and product adoption processes.
* Monitor customer health, analyze usage data, and identify opportunities for process improvements and increased value realization.
* Collaborate cross-functionally with sales, product, and technical support teams to address customer needs and resolve complex issues.
* Leverage strong business communication skills to conduct effective presentations, workshops, and business reviews with executive stakeholders.
* Contribute to the ongoing development and refinement of customer success strategies and best practices.
* Drive customer satisfaction through exceptional customer experience (CX) and proactive relationship management.
* Identify opportunities for upselling and cross-selling, working closely with the Sales Management team.
* Manage and prioritize multiple customer engagements and projects concurrently, demonstrating strong program and project management capabilities.
* Provide technical support guidance and escalation management when necessary, ensuring timely resolution.
What You’ll Bring:
* Bachelor's degree in Business, Computer Science, or a related field.
* Proven experience in a customer-facing role, such as Account Management or Customer Success, preferably within a B2B SaaS environment.
* Demonstrated expertise in Customer Relationship Management (CRM) and a deep understanding of customer engagement methodologies.
* Strong analytical skills with the ability to perform Data Analysis and Data Management to derive actionable insights.
* Excellent Business Communications skills, both written and verbal, with the ability to articulate complex information clearly and concisely.
* Experience with Change Management principles and guiding customers through transitions.
* A strong passion for delivering exceptional Customer Experience (CX) and driving Customer Satisfaction.
* Familiarity with Product Management concepts and the ability to articulate product value.
* Proven ability in Program Management and Project Management, with experience managing multiple initiatives simultaneously.
* Understanding of Sales Management principles and the ability to identify growth opportunities.
* Basic understanding of Technical Support processes and ability to troubleshoot common issues.
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About Kong:
Kong Inc., a leading developer of API and AI connectivity technologies, is building the infrastructure that powers the agentic era. Trusted by the Fortune 500 and startups alike, Kong's unified API and AI platform, Kong Konnect, enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI models. For more information, visit www.konghq.com.