Staff Technical Customer Success Manager

📋 Description

• • Are you a visionary leader passionate about empowering businesses through cutting-edge API and AI connectivity? Kong Inc. is seeking a Staff Technical Customer Success Manager to join our dynamic Customer Experience (CX) team and play a pivotal role in shaping the future of how organizations leverage APIs and microservices.
• • In this high-impact role, you will be at the forefront of innovation, working within a fast-paced startup environment. You will be instrumental in enabling our customers to drive their business initiatives by harnessing the power of Kong's unified API and AI platform, Kong Konnect. This is an unparalleled opportunity to work in one of the most exciting and rapidly evolving technology domains in the industry.
• • As a key member of the CX team, you will serve as a dedicated champion for our most valuable asset: our customers. Your primary focus will be on nurturing and expanding a portfolio of critical customers, proactively identifying growth opportunities, and ensuring they have all the necessary resources and support to achieve their strategic objectives and maximize their return on investment with Kong.
• • This position offers a unique chance to build strong, lasting relationships with key stakeholders at our customer organizations. You will not only be a trusted advisor but also a pioneer in developing and refining our customer management strategies. This includes leveraging self-service technologies and reusable assets to optimize customer engagement and ensure they derive maximum value from Kong's solutions.
• • You will be a strategic partner to our customers, guiding them through their entire lifecycle with Kong. This involves understanding their business goals and translating them into actionable adoption plans and post-sales engagement strategies. Your expertise will help customers envision and implement an AI and API-optimized future, with Kong's platform as a central component of their success.
• • Collaboration is key to this role. You will work closely with our US sales teams, fostering a synergistic approach to customer acquisition and retention. Furthermore, you will partner with our Product teams to provide invaluable customer feedback, ensuring that Kong's offerings continue to evolve and meet the ever-changing needs of the market.
• • Innovation extends beyond customer solutions. You will actively contribute to the development and refinement of internal tooling and processes, driving efficiency and effectiveness for yourself and the entire Customer Experience team. This includes exploring and implementing new approaches to customer management and support.
• • You will be immersed in cutting-edge customer projects, tackling complex technical challenges and delivering innovative solutions. This hands-on experience will solidify your expertise and allow you to contribute directly to the success of our clients.
• • A core responsibility will be to develop deep Subject Matter Expertise (SME) on Kong's products and technologies. You will then apply this knowledge to real-world customer scenarios, providing expert guidance and troubleshooting to ensure seamless integration and optimal performance.
• • This role demands a builder's mentality – someone who thrives on solving complex problems and creating solutions that enhance the experience for both Kong customers and internal teams. Your passion and determination for Kong's technology and our growing customer base will be infectious, inspiring confidence and driving success.
• • You will be a self-starter, possessing strong organizational skills to effectively manage your customer portfolio and drive successful outcomes. A solid understanding of complex technology environments is essential, as is a high degree of self-awareness and exceptional communication skills.
• • Your proven experience in customer-facing roles within technically advanced environments, particularly in SaaS, Open Source, or Infrastructure software companies, will be critical. A strong grasp of Cloud Native technologies, including Containers, Kubernetes, and Microservices, is expected, along with a foundational understanding of API Management (APIM).
• • Furthermore, you should understand the value proposition of DevOps, CI/CD, and Cloud Computing Infrastructure as a Service (IaaS), and how these concepts integrate with API and AI connectivity solutions.
• • By joining Kong, you will be part of a company that is building the infrastructure for the agentic era, trusted by Fortune 500 companies and innovative startups alike. You will contribute to a platform that secures, manages, accelerates, governs, and monetizes the flow of intelligence across APIs and AI models, making a tangible impact on the digital transformation of businesses worldwide.