Director, Global Scaled CS

🕒 April 1

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $250k - $300k / year

⏰ Full Time

🔴 Lead

👔 Director

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Kong Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

🔌 API

☁️ SaaS

🏢 Enterprise

💰 $100M Series D on 2021-02

API • SaaS • Enterprise

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

• Lead a Global Team: Directly manage a Manager and a global team of 15 CSMs (and growing), fostering a culture of technical excellence and proactive customer advocacy within the Commercial segment. • Low-Touch Strategy Development: Design and execute a sophisticated "one-to-many" CS strategy. You will move away from manual intervention toward a scalable model that maintains high engagement through innovation. • Scaled Digital Journeys: Build end-to-end digital customer lifecycles. You will automate onboarding and adoption paths to accelerate "Time to Value" (TTV) milestones for thousands of users. • AI-Enhanced Customer Experience: Act as a pioneer in the "new age" of CS. Identify and implement AI-driven tools and workflows to provide a personalized, high-touch feel at a massive scale. • Scale-Focused Content Strategy: Shift the paradigm from manual support to a digital-first resource engine. Lead the creation of automated webinars, interactive documentation, and self-service hubs. • Value-to-Utilization Alignment: Monitor the health of the commercial base to identify and bridge "Value Debt." You will ensure that customer technical utilization directly translates into realized business outcomes to prevent churn. • Strategic Forecasting: Partner closely with the Renewals Manager to develop precise annual and quarterly forecasts, driving higher retention and expansion rates across the scaled segment.

🎯 Requirements

• 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space. • 5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment. • Experience leading a TAM (Technical Account Manager) or Technical CSM function is highly preferred. You should be comfortable discussing API management, microservices, or cloud infrastructure. • A proven track record of building automated customer journeys and utilizing CS platforms (e.g., Gainsight, Totango, ChurnZero) to drive scale. • Ability to translate complex data sets into actionable retention strategies and accurate financial forecasts.

🏖️ Benefits

• Healthcare benefits • 401(k) plan • Short and long term disability benefits • Basic life and AD&D insurance