وصف الوظيفة
Role Overview
Senior Customer Success Manager at Kong. This is a strategic role focused on setting the standard for customer success execution, driving adoption, expansion, and risk mitigation through disciplined post-sales processes and technical knowledge combined with executive leadership.
Company Overview
Kong Inc. is the AI Connectivity Company building the connectivity layer of AI. Trusted by the Fortune 500 and AI-native startups, Kong's unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic on any model and any cloud.
Role Purpose
To master the craft of Customer Success by executing the Customer Post-Sales Process with discipline and strategic rigor, directly driving customer adoption, expansion, and risk mitigation while blending technical knowledge with an executive mindset to deliver exceptional business value.
Key Responsibilities
Strategic Planning & Value Realization
- Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes.
- Take customers through a value-based engagement model and gain clear understanding of Kong's impact on their business.
- Articulate the unique value of Kong's components including Dedicated Cloud Gateway, API Gateway, AI Gateway, and Mesh Manager.
Customer Organization & Stakeholder Management
- Map customer organizations by building power and influence charts to identify key champions and decision-makers.
- Leverage partner ecosystems to uncover new personas within the customer organization and expand stakeholder alignment.
Executive Engagement & Communications
- Run impactful QBRs and EBRs by adopting an executive mindset and clearly articulating the value of the Kong platform in alignment with customer business needs.
Data, Analytics & Risk Management
- Harness utilization metrics, Leading Indicators, and tools including Tableau, SFDC, Clari, and Hex to monitor health, identify risks, and extract actionable insights.
Renewals & Account Growth
- Collaborate closely with the broader account team to validate renewal timelines, surface cross-sell opportunities, and maintain strong SFDC hygiene.
Skills & Competencies
- Customer obsession with resilience to bounce back from setbacks and relentlessly pursue customer goals.
- Inquisitive mindset paired with active listening and probing skills to ask layered, open-ended questions that uncover root causes.
- Deeply collaborative approach to achieving shared company goals rather than focusing solely on individual wins.
- Ability to manage multiple customers at a time while maintaining attention to detail and delivering results across multiple initiatives including expansion, customer satisfaction, feature adoption, and retention.
Additional Information
- Position ID: #LI-TR1