Is the Director, Global Scaled CS role remote?

It's hybrid — Kong expects some on-site time in Remote - North Carolina.

How much experience is required?

At least 10 years of relevant experience for this Director, Global Scaled CS role.

Where is the role based?

Kong is hiring for this position in Remote - North Carolina.

What's the tech stack?

Joblaze extracted these technologies from the posting: Gainsight, Microservices, Automation, cloud infrastructure, Totango, SaaS.

What seniority level is this role?

Kong targets director candidates for this position.

Is this full-time or contract?

Full-time for this Director, Global Scaled CS role at Kong.

Director, Global Scaled CS at Kong

Joblaze summary

The Director of Global Scaled Customer Success at Kong is responsible for leading a global team of Customer Success Managers to implement a digital-first strategy that enhances customer engagement through automation and AI. This role requires a strong background in SaaS or infrastructure, with a focus on developing scalable customer journeys and utilizing data-driven insights to improve retention and business outcomes. Ideal candidates will have extensive experience in customer success leadership and a technical understanding of API management and cloud infrastructure. Kong's innovative approach positions this role at the forefront of transforming customer success in a rapidly evolving tech

Joblaze insights

Listed about a month ago on Joblaze — tracked directly from Kong's career page.
Kong has 89 other open roles including Account Development Representative (Swedish Speaking), Field Marketing Manager, Asia, SRE , Managed Gateways.
851 active SaaS roles on Joblaze right now.
625 active AI roles on Joblaze right now.
179 active API roles on Joblaze right now.

Quick facts

Is the Director, Global Scaled CS role remote?: It's hybrid — Kong expects some on-site time in Remote - North Carolina.
How much experience is required?: At least 10 years of relevant experience for this Director, Global Scaled CS role.
Where is the role based?: Kong is hiring for this position in Remote - North Carolina.
What's the tech stack?: Joblaze extracted these technologies from the posting: Gainsight, Microservices, Automation, cloud infrastructure, Totango, SaaS.
What seniority level is this role?: Kong targets director candidates for this position.
Is this full-time or contract?: Full-time for this Director, Global Scaled CS role at Kong.

From the original posting

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:

Kong is looking for a visionary Director of Scaled Customer Success to redefine how we support, retain, and grow our expanding global commercial base. This is not a traditional "hands-on" account management role; we are looking for a digital-first architect who can blend human expertise with cutting-edge automation and AI.

You will lead a high-performing global team of Customer Success Managers (CSMs) focusing on a "one-to-many" approach that ensures every customer—regardless of size—achieves world-class API connectivity and business value.

What you'll do:

Lead a Global Team: Directly leading a global team of CSMs (and growing), fostering a culture of technical excellence and proactive customer advocacy within the Commercial segment.
Low-Touch Strategy Development: Design and execute a sophisticated "one-to-many" CS strategy. You will move away from manual intervention toward a scalable model that maintains high engagement through innovation.
Scaled Digital Journeys: Build end-to-end digital customer lifecycles. You will automate onboarding and adoption paths to accelerate "Time to Value" (TTV) milestones for thousands of users.
AI-Enhanced Customer Experience: Act as a pioneer in the "new age" of CS. Identify and implement AI-driven tools and workflows to provide a personalized, high-touch feel at a massive scale.
Scale-Focused Content Strategy: Shift the paradigm from manual support to a digital-first resource engine. Lead the creation of automated webinars, interactive documentation, and self-service hubs.
Value-to-Utilization Alignment: Monitor the health of the commercial base to identify and bridge "Value Debt." You will ensure that customer technical utilization directly translates into realized business outcomes to prevent churn.
Strategic Forecasting: Partner closely with the Renewals Manager to develop precise annual and quarterly forecasts, driving higher retention and expansion rates across the scaled segment.

What you'll bring:

Experience: 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space.
Leadership: 5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment.
Technical Pedigree: Experience leading a TAM (Technical Account Manager) or Technical CSM function is highly preferred. You should be comfortable discussing API management, microservices, or cloud infrastructure.
The "Digital First" Mindset: A proven track record of building automated customer journeys and utilizing CS platforms (e.g., Gainsight, Totango, ChurnZero) to drive scale.
Data-Driven: Ability to translate complex data sets into actionable retention strategies and accurate financial forecasts.

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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.

Director, Global Scaled CS

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