Senior Customer Success Manager

The role

You will drive adoption, expansion, and risk mitigation through the Customer Post-Sales Process. You will develop success plans and use a value-based engagement model to deliver business value.

What you will do

• Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes
• Take customers through a value-based engagement model
• Map customer organizations by building power and influence charts
• Utilize partners to uncover new personas and expand stakeholder alignment
• Use utilization metrics and tools like Tableau, SFDC, Clari, and Hex to monitor health and identify risks
• Run impactful QBRs/EBRs by articulating the value of the Kong platform
• Articulate the unique value of Kong's components
• Collaborate with the account team to validate renewal timelines and surface cross-sell opportunities
• Maintain strong SFDC hygiene

Required qualifications

• Customer obsession and resilience
• Inquisitive mindset with active listening and probing skills
• Collaborative approach to achieving shared company goals
• Experience managing multiple customers at a time
• Ability to focus on attention to detail and delivering results across multiple initiatives

About the company

Kong Inc. is the AI Connectivity Company building the connectivity layer of AI. Their unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic.