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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.
As a Senior Customer Success Manager at Kong, you will be a strategic partner for our key customers, ensuring their long-term success and maximizing the value they derive from our solutions. You will champion customer satisfaction, drive product adoption, and foster strong, enduring relationships.
Job Responsibilities
* Develop and execute strategic account plans to drive customer retention, growth, and advocacy.
* Proactively engage with customers to understand their business objectives, challenges, and technical requirements.
* Act as a trusted advisor, guiding customers through change management initiatives and product adoption processes.
* Monitor customer health, analyze usage data, and identify opportunities for process improvements and increased value realization.
* Collaborate cross-functionally with sales, product, and technical support teams to address customer needs and resolve complex issues.
* Leverage strong business communication skills to conduct effective presentations, workshops, and business reviews with executive stakeholders.
* Contribute to the ongoing development and refinement of customer success strategies and best practices.
* Drive customer satisfaction through exceptional customer experience (CX) and proactive relationship management.
* Identify opportunities for upselling and cross-selling, working closely with the Sales Management team.
* Manage and prioritize multiple customer engagements and projects concurrently, demonstrating strong program and project management capabilities.
* Provide technical support guidance and escalation management when necessary, ensuring timely resolution.
Job Qualifications
* Bachelor's degree in Business, Computer Science, or a related field.
* Proven experience in a customer-facing role, such as Account Management or Customer Success, preferably within a B2B SaaS environment.
* Demonstrated expertise in Customer Relationship Management (CRM) and a deep understanding of customer engagement methodologies.
* Strong analytical skills with the ability to perform Data Analysis and Data Management to derive actionable insights.
* Excellent Business Communications skills, both written and verbal, with the ability to articulate complex information clearly and concisely.
* Experience with Change Management principles and guiding customers through transitions.
* A strong passion for delivering exceptional Customer Experience (CX) and driving Customer Satisfaction.
* Familiarity with Product Management concepts and the ability to articulate product value.
* Proven ability in Program Management and Project Management, with experience managing multiple initiatives simultaneously.
* Understanding of Sales Management principles and the ability to identify growth opportunities.
* Basic understanding of Technical Support processes and ability to troubleshoot common issues.
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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.
Skills Required
- Bachelor's degree in Business, Computer Science, or related field
- Proven experience in a customer-facing role (Account Management or Customer Success)
- Experience within B2B SaaS environments
- Demonstrated expertise with Customer Relationship Management (CRM) systems
- Strong analytical skills with ability to perform data analysis and data management
- Excellent business communication skills, written and verbal
- Experience applying change management principles to customer transitions
- Proven program and project management experience managing multiple initiatives
- Familiarity with product management concepts and articulating product value
- Understanding of sales management principles and identifying growth opportunities
- Basic technical support knowledge and troubleshooting ability
- Strong focus on delivering exceptional customer experience and satisfaction
Kong Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Kong and has not been reviewed or approved by Kong.
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Fair & Transparent Compensation — Pay is considered competitive for many roles, particularly in senior and technical positions, with bonuses and overtime enhancing earnings for some. Compensation is generally described as strong across a range of functions.
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Leave & Time Off Breadth — Policies such as flexible time off, company Unplug Days, U‑First Fridays, and a paid sabbatical create multiple avenues for rest and personal development. These offerings support work‑life balance for a distributed workforce.
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Equity Value & Accessibility — Stock options and an employee stock purchase plan enable broad participation in company equity. Equity is positioned as a meaningful component of total rewards alongside cash compensation.
Kong Insights
What We Do
Kong Inc., a leading developer of cloud API technologies, is on a mission to enable companies around the world to become “API-first” and securely accelerate AI adoption. Kong helps organizations globally — from startups to Fortune 500 enterprises — unleash developer productivity, build securely and accelerate time to market.
Why Work With Us
It starts with how we show up for each other. We’ve created a workplace that’s intentionally flexible, deeply inclusive, and built for meaningful collaboration — whether virtual or in person. We trust our teams to own their work, and we give them the support, tools, and freedom to grow.
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