Staff Technical Customer Success Manager

Kong hires a Staff Technical Customer Success Manager to help customers realize the value of Kong’s API and AI platform throughout their lifecycle. The role manages customer relationships and adoption, partners with Sales and Product, and helps customers achieve outcomes through technical guidance and scalable engagement approaches.

Responsibilities:

• Coach customers throughout their lifecycle while working collaboratively with the rest of the Customer Experience teams to ensure customer outcomes
• Inspire customers to create an AI, API optimized vision for their future; with your partnership and Kong’s solution as a pivotal part of the path ahead
• Co-Define what ‘good’ looks like in terms of adoption plans, post-sales engagement, what is recommended and why
• Work with Sales and Product teams to ensure Kong customers are getting the most out of the solution
• Help innovate tooling and processes to make you and your team more efficient
• Work on innovative and cutting edge customer projects
• Become an SME on Kong products and technologies, taking that knowledge and applying it to real world usage
• Collaborate with other peers, business partners and groups

Requirements:

• Have a builder's mentality, seeking to find solutions to complex problems that will make life better for Kong customers and internal teams alike
• Manage a portfolio of commercial customers, looking for patterns that can be addressed through an automated approach using the latest customer engagement techniques
• Have passion and determination about Kong's technology and growing customer base
• Be a self starter with strong organizational skills to drive effective customer outcomes
• Have a good understanding of complex technology environments
• Have great self awareness and strong communication skills
• Bring proven experience in customer-facing, technically advanced environments via SaaS, Open Source and/or Infrastructure software companies
• Have a solid understanding of Cloud Native and the technologies that make it work; (Containers, Kubernetes, Microservices) as well as have a foundational understanding of APIM
• Understand the value of DevOps, CI/CD and Cloud Computing IaaS