Senior 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.

What you'll be doing:

• Onboard new customers while validating and identifying customers
  needs, key project timelines, potential challenges and risk factors
• Understand, advocate and document the customer’s use case, architecture
  and roadmap
• Drive the adoption and implementation of Kong product features by leading
  hands-on product demonstrations and technical workshop sessions
• Work with customers to explore new use-cases and expand Kong’s API
  platform usage
• Document path to ROI through Joint Success Plan and playback
  business value
• Build active and meaningful relationships with customers, and emerge
  as their trusted technical advisor and a partner
• Be involved in customers’ renewal and expansion
• Effectively manage the tracking and resolution of customer escalations
  on behalf of the product and services
• Manage customer accounts with Kong’s customer maturity model
  framework
• Periodic review of Kong implementation and walk-through best practices

What you'll bring:

• 4+ years of experience working in a technical, customer-facing role
  (Technical Account Management, Sales Engineering, Professional Services.

• Knowledge of developer concepts such as DevOps, full-stack
  application development and microservices on cloud computing

• Excellent communication skills and an ability to concisely articulate
  complex technical issues and solutions

• Storytelling with data to articulate business value realised through Kong
  products

• Strong collaboration and teamwork with cross-functional teams (Sales,

• Product, Engineering, Marketing, Support, etc., to represent the voice of
  the customer.

• Strong desire to tackle hard technical problems and proven ability to do so
  with little or no direct daily supervision

• Experience managing multiple projects at a time while focusing on
  attention to detail and deliver results across multiple initiatives, such as
  driving expansion, customer satisfaction, feature adoption, and retention

• Prior experience administering/interacting with an API management
  platforms (plus)

• Prior experience working for a technology startup (plus)

• Proficiency in Cantonese and Mandarin

About Kong:

Kong Inc., a leading developer of API and AI connectivity technologies, is building the infrastructure that powers the agentic era. Trusted by the Fortune 500 and startups alike, Kong's unified API and AI platform, Kong Konnect, enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI models. For more information, visit www.konghq.com.