Staff Customer Success Manager

Responsibilities

• Drive Strategic Customer Success
• Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes.
• Value realization: Take customers through a value-based engagement model, and gain a clear understanding of Kong’s impact on their business.
• Navigate Complex Organizations: Map customer organizations by building power and influence charts to identify key champions and decision-makers.
• Partner Ecosystems: Utilize partners to uncover new personas within the customer organization and expand stakeholder alignment.
• Harness Data & Analytics: Use utilization metrics, Leading Indicators, and tools like Tableau, SFDC, Clari, and Hex to monitor health, identify risks, and extract actionable insights.
• Master the Message: Run impactful QBRs/EBRs by adopting an executive mindset, clearly articulating the value of the Kong platform in alignment with the customer’s business needs.
• Command the Platform: Confidently articulate the unique value of Kong's components (Dedicated Cloud Gateway, API Gateway, AI Gateway, Mesh Manager, etc.).
• Manage Renewals & Forecasting
• Collaborate closely with the broader account team to validate renewal timelines, surface cross-sell opportunities, and maintain strong SFDC hygiene

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