Senior Customer Success Manager
Drive customer success and adoption as a Senior Customer Success Manager at Kong, blending technical knowledge with strategic execution.
Posted by employer 2 days ago
First seen on Joblaze 1 day ago
Last verified on the company career page 7 hours ago
What you'll build
- Develop comprehensive success plans
- Guide customers through value-based engagement
- Map customer organizations
- Utilize partners for stakeholder alignment
- Run impactful QBRs/EBRs
Must have
- Customer obsession
- Resilience to bounce back from setbacks
- Active listening and probing skills
- Experience managing multiple customers
- Attention to detail
Not disclosed in this posting: compensation, years of experience, work arrangement, visa sponsorship.
Joblaze summary
In the role of Senior Customer Success Manager at Kong, the individual will focus on executing the post-sales process to enhance customer adoption and mitigate risks. Key skills include leveraging data analytics tools like Tableau and SFDC, alongside a strong understanding of Kong's platform components. This position is suited for experienced professionals who excel in strategic customer engagement and possess a collaborative mindset. The role emphasizes building relationships within complex organizations to drive business value and customer satisfaction.
Joblaze insights
- Listed yesterday — first seen on Joblaze September 23, 2026. Last confirmed on Kong's careers page September 24, 2026.
Quick facts
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Clari, Hex, SFDC, Tableau.
- What seniority level is this role?
- Kong targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Customer Success Manager role at Kong.
From the original posting
Staff/ Senior Customer Success Manager
About the role:
As a Senior Customer Success Manager, you will set the standard of what great looks like in our CS organization. You will master your craft by focusing on the disciplined execution of the Customer Post-Sales Process, directly driving adoption, expansion, and risk mitigation. This role is strategic, requiring you to blend technical knowledge with an executive mindset to deliver exceptional business value.
What You'll Do:
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.
Leverage 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
What You'll Bring:
Grit & Determination: Customer obsession and the resilience to bounce back from setbacks, relentlessly pursuing customer goals and overcoming issues.
Curiosity: An inquisitive mindset paired with active listening and probing skills to ask layered, open-ended questions that uncover root causes.
Team-Oriented Mindset: A deeply collaborative approach to achieving shared company goals, rather than focusing solely on individual wins.
Prioritization: Experience managing multiple customers at a time while focusing on attention to detail and delivering results across multiple initiatives, such as driving expansion, customer satisfaction, feature adoption, and retention.
#LI-TR1
Standard company text repeated across Kong's postings is omitted here.