Staff Customer Success Manager

🕒 March 28

🇫🇷 France – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 45%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kong Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

💼 Consulting

📦 Logistics

🔌 API

💰 $100M Series D on 2021-02

Consulting • Logistics • API

Kong Inc. is a company that provides a comprehensive API platform designed to facilitate API management, AI integration, and developer productivity. It offers solutions like Kong Gateway, Kong Konnect, and a variety of other tools targeted at managing and optimizing the API lifecycle. Kong's platform supports multi-cloud environments and is built to deliver high performance and security. It is notably recognized by Gartner as a leader in API management and supports innovations across industries like financial services, healthcare, and technology. The company emphasizes flexibility, security, and speed, making it a favored choice for enterprises looking to enhance their digital services through APIs. Kong also supports a robust community of developers and provides extensive integrations and plugins to streamline API management and operations.

📋 Description

• Set the standard for excellence in the customer success organization • Execute the Customer Post-Sales Process • Drive customer adoption, expansion, and risk mitigation • Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes • Guide customers through a value-based engagement model • Understand and communicate Kong’s business impact • Map customer organizations using power and influence charts • Identify key champions and decision-makers • Leverage partners to uncover new customer personas and expand stakeholder alignment • Use utilization metrics, Leading Indicators, Tableau, SFDC, Clari, and Hex to monitor customer health and identify risks • Run QBRs and EBRs aligned with customer business needs • Articulate the value of Kong platform components • Collaborate with the account team to validate renewal timelines • Surface cross-sell opportunities • Maintain strong SFDC hygiene

🎯 Requirements

• Customer obsession and resilience to setbacks • Inquisitive mindset with active listening and probing skills • Collaborative, team-oriented approach • Experience managing multiple customers simultaneously • Attention to detail while delivering results across multiple initiatives • Ability to drive expansion, customer satisfaction, feature adoption, and retention • Experience using utilization metrics, Leading Indicators, Tableau, SFDC, Clari, and Hex • Ability to articulate the value of Kong platform components, including Dedicated Cloud Gateway, API Gateway, AI Gateway, and Mesh Manager