Director, Global Scaled CS

Kong Inc.

Job Overview

Location

Remote - North Carolina

Job Type

Full-time

Full Job Description

📋 Description

• As Director, Global Scaled CS at Kong Inc., you will lead a transformative shift from traditional account management to a digital-first, AI-enhanced customer success model that ensures every customer—regardless of size—achieves world-class API connectivity and business value. This role is critical to scaling Kong’s commercial impact by replacing manual, high-touch interventions with scalable, automated journeys that drive retention, expansion, and Time to Value across thousands of global customers.
• You will directly manage a Manager and a growing global team of 15 Customer Success Managers (CSMs), fostering a culture of technical excellence, proactive advocacy, and data-driven decision-making within the Commercial segment. Your leadership will empower the team to operate as strategic advisors at scale, leveraging automation and AI to deliver consistent, high-value outcomes without proportional increases in headcount.
• Day to day, you will design and execute a sophisticated "one-to-many" CS strategy, moving beyond reactive support to proactive, predictive engagement through automated workflows, AI-driven insights, and self-service digital journeys. You will build end-to-end digital customer lifecycles that accelerate onboarding, adoption, and value realization, while continuously monitoring utilization patterns to identify and close "Value Debt" gaps that precede churn.
• You will pioneer the integration of AI-enhanced tools and platforms—such as Gainsight, Totango, or ChurnZero—to deliver personalized, high-touch experiences at massive scale, using behavioral data and usage analytics to trigger timely interventions, recommend next-best actions, and surface expansion opportunities.
• You will lead a scale-focused content strategy, shifting from manual support to a dynamic digital resource engine by creating automated webinars, interactive documentation, self-service hubs, and AI-powered knowledge bases that empower customers to succeed independently while reducing reliance on human CSMs.
• You will partner closely with the Renewals Manager to develop precise annual and quarterly forecasts, translating customer health scores, utilization metrics, and engagement data into accurate retention and expansion predictions that inform executive planning and resource allocation.
• You will collaborate with Product, Engineering, and Marketing teams to align customer feedback into product improvements and ensure that technical utilization of Kong Konnect directly translates into measurable business outcomes—such as reduced latency, increased API throughput, or faster AI model deployment—thereby strengthening the value proposition and reducing churn risk.
• You will foster a globally distributed, high-performing team culture rooted in curiosity, accountability, and innovation, mentoring CSMs to develop technical fluency in API management, microservices, and cloud infrastructure while encouraging experimentation with emerging CS technologies and methodologies.
• In this role, you will achieve mastery in scaling customer success through technology, becoming a recognized leader in the "new age" of CS—where human expertise is amplified by automation and AI to deliver exceptional outcomes at enterprise scale. You will leave a lasting legacy by building a self-sustaining, predictive CS engine that drives Kong’s commercial growth and customer loyalty for years to come.

🎯 Requirements

• 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space.
• 5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment.
• Experience leading a TAM (Technical Account Manager) or Technical CSM function is highly preferred; comfort discussing API management, microservices, or cloud infrastructure.
• Proven track record of building automated customer journeys and utilizing CS platforms (e.g., Gainsight, Totango, ChurnZero) to drive scale.
• Ability to translate complex data sets into actionable retention strategies and accurate financial forecasts.

🏖️ Benefits

• Opportunity to shape the future of customer success at a pioneering API and AI connectivity company trusted by Fortune 500 and startups.
• Lead a global, remote-first team with significant autonomy to innovate and implement cutting-edge digital CS strategies.
• Work at the forefront of AI-enhanced customer experience, leveraging emerging technologies to deliver personalized engagement at scale.
• Competitive compensation package including equity, comprehensive health benefits, and flexible remote work arrangements.
• Professional growth through exposure to cross-functional leadership, strategic forecasting, and executive-level collaboration at a high-growth tech company.

Skills & Technologies

Remote

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Kong Inc.

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About Kong Inc.

Kong Inc. is a San Francisco-based software company that develops an open-source API gateway and service connectivity platform. The company offers Kong Gateway, Kong Mesh, and Konnect cloud services to manage, secure, and observe microservices and APIs across clouds and data centers. Founded in 2007 as Mashape, it rebranded to Kong in 2017. Kong’s technology provides traffic control, authentication, rate limiting, and analytics for modern distributed architectures, supporting organizations in digital transformation and cloud-native adoption.

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