Staff Customer Success Manager

Are you ready to unlock intelligence?

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 member of the Customer Success team, you will act as a champion for Kong customers. You will function as the primary post-sales point of contact for all technical, product, and support questions on a day-to-day basis. In addition, you will help establish, implement, and run processes and projects that help deliver successful adoption of Kong products. In this role, you will have the opportunity to interface with everyone in the customer environment, from developers to executives, to represent our values every day and to understand their business, operational, and technical needs to help them achieve the greatest value from Kong.

What you will do

• Engage with customers primarily through inbound requests.
• Support onboarding new customers by validating and identifying their needs, key project timelines, potential challenges, and risk factors.
• Drive adoption and implementation of Kong product features by leading hands-on product demonstrations and technical workshop sessions.
• Periodic review of Kong implementation through health checks.
• Understand, advocate, and document the customer’s use case, architecture, and roadmap.
• Work with customers to explore new use cases and expand Kong’s API platform usage.
• Build active and meaningful relationships with customers, and emerge as their trusted technical advisor and a partner.
• Participate in renewal or expansion discussions when looped in by Sales or Renewal teams for technical input.
• Effectively manage the tracking and resolution of customer escalations on behalf of products and services.
• Manage customer accounts with Kong’s customer maturity model framework.
• And any additional tasks required by the manager.