Senior Customer Success Manager

Kong Inc.

Job Overview

Location

Brazil

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Customer Success Manager at Kong Inc., you will be instrumental in empowering customers to harness the full potential of APIs and microservices, driving their critical business initiatives within the dynamic and innovative domain of API and AI connectivity. This role is pivotal within the Customer Experience (CX) team, serving as the primary point of contact for our customers throughout their journey, ensuring they derive maximum value from their Kong investment and fostering their success in an exciting, fast-paced startup environment.
• In this capacity, you will act as a dedicated champion for our most valuable asset: our customers. Your day-to-day responsibilities will involve meticulously managing a portfolio of key accounts, proactively identifying opportunities for growth and expansion, and ensuring that each customer has the necessary resources and support to achieve their strategic objectives. You will collaborate closely with the US and LATAM sales teams, leveraging your expertise to cultivate and expand a substantial customer base. This position offers a unique chance to pioneer innovative customer management strategies, integrating self-service technologies and reusable assets to amplify the value Kong delivers, thereby modernizing enterprise software and deepening your understanding of how businesses operate in the digital age.
• Your daily activities will encompass coaching customers through their entire lifecycle, working in close concert with the broader Customer Experience teams to guarantee successful customer outcomes. You will be responsible for defining and establishing best practices for customer adoption plans, post-sales engagement strategies, and providing expert recommendations supported by clear rationale. A significant part of your role will involve close collaboration with Sales and Product teams to ensure customers are maximizing their utilization of Kong's solutions. Furthermore, you will actively contribute to the innovation of our internal tooling and processes, aiming to enhance the efficiency and effectiveness of both yourself and your team. You will engage in exciting and cutting-edge customer projects, applying your growing knowledge of Kong's products and technologies to real-world scenarios. This role demands a collaborative spirit, working alongside peers, business partners, and various groups, acting as a representative for your team, Kong as a whole, and identifying new opportunities to contribute to the company's growth.
• The ideal candidate will possess a "builder's mentality," demonstrating a proactive approach to identifying and solving complex problems that enhance the customer experience and benefit Kong. You will manage a diverse portfolio of commercial customers, analyzing their usage patterns to identify opportunities for automation through the application of advanced customer engagement techniques. A deep passion for and determination regarding our technology and our customers' success will be paramount. You will be a self-starter, equipped with strong organizational skills to drive effective customer outcomes and a solid understanding of complex technology environments. Excellent self-awareness and robust communication skills are essential, with fluency in Portuguese and English required, and Spanish being a strong preference.
• This role offers a unique opportunity to be at the forefront of technological innovation, working with API and AI connectivity technologies that are shaping the future. You will gain invaluable experience in modernizing enterprise software and understanding the intricacies of digital-age business operations. By pioneering new approaches to customer management and leveraging cutting-edge technologies, you will not only grow your professional capabilities but also significantly contribute to Kong's mission. You will have the chance to build strong, lasting relationships with key customers, influence product development through customer feedback, and develop expertise in a rapidly evolving and high-demand technology sector. Your contributions will directly impact customer satisfaction, retention, and growth, making this a highly rewarding and impactful position.
• Kong Inc. is a leader in API and AI connectivity technologies, building the foundational infrastructure for the agentic era. Our unified API and AI platform, Kong Konnect, is trusted by Fortune 500 companies and innovative startups alike, enabling organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across their APIs and AI models. Joining Kong means becoming part of a forward-thinking company that is at the cutting edge of technology, shaping how businesses connect and operate in the digital landscape. We foster a collaborative and dynamic work environment where innovation is encouraged, and employees are empowered to make a significant impact.
• This is a contract position, offering a flexible and project-oriented engagement. You will be part of a dynamic and fast-paced startup culture, contributing to a team that is passionate about customer success and technological advancement. The opportunity to work with a leading platform in API and AI connectivity provides a unique learning curve and professional development path.

🎯 Requirements

• Fluency in Portuguese and English (required), with Spanish being a preferred skill.
• Prior experience in a similar customer-facing role within SaaS, Open Source, or Infrastructure software companies.
• Solid understanding of Cloud Native technologies (Containerization, Kubernetes, Microservices) and a foundational understanding of API Management (APIM).
• Understanding of DevOps, CI/CD, and Cloud Computing IaaS principles.

🏖️ Benefits

• Opportunity to work with cutting-edge API and AI connectivity technologies.
• Collaborate with a dynamic and fast-paced startup environment.
• Play a key role in modernizing enterprise software and understanding digital-age business operations.
• Build strong relationships with key customers and influence product development.
• Contract position offering flexibility and project-oriented engagement.

Skills & Technologies

Kubernetes

REST

Senior

Onsite

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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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