- As a Staff/Senior Customer Success Manager, you will set the standard of what great looks like in our CS organisation
- 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
- 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
Benefits
- Flexible time off: Take time to take care of yourself and the things that matter most
- Stock options: We want you to share in our success. That’s why stock options are offered to most Kongers
- U-First Fridays: Get 4 hours a month for continuous learning with a book, podcast, or course of your choice
- Virtual events: Stay connected with Donut chats, trivia, fitness challenges, guided meditations, and more
- Home office stipend: Build a home office environment tailored to support your productivity
- Dedicated unplug days: Silence those notifications. Enjoy some well-deserved long weekend where the entire team unplugs
- Grit & Determination: Customer obsession and the resilience to bounce back from setbacks, relentlessly pursuing customer goals and overcoming issues
- Team-Oriented Mindset: A deeply collaborative approach to achieving shared company goals, rather than focusing solely on individual wins
- Prioritisation: 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
- Curiosity: An inquisitive mindset paired with active listening and probing skills to ask layered, open-ended questions that uncover root causes
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P-Staff Customer Success Manager (U.K) employer: Kong
Kong Inc. is an exceptional employer for those looking to make a significant impact in the public sector, offering a dynamic work culture that fosters innovation and collaboration. With a strong focus on employee growth, we provide ample opportunities for professional development and the chance to work with cutting-edge technologies in a supportive environment. Located in the UK, our team enjoys a flexible work-life balance and the unique advantage of engaging with major public sector clients, making every day rewarding and meaningful.
