Senior Customer Success Manager

🔥 12 hours ago

🇦🇪 United Arab Emirates (UAE) – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 11%

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 Kong’s customer success organization • Execute the Customer Post-Sales Process to drive adoption, expansion, and risk mitigation • Develop comprehensive customer success plans covering use cases, roadmaps, and business outcomes • Guide customers through a value-based engagement model and demonstrate Kong’s business impact • Map customer organizations using power and influence charts to identify champions and decision-makers • Leverage partners to uncover new customer personas and expand stakeholder alignment • Monitor customer health using utilization metrics, Leading Indicators, Tableau, SFDC, Clari, and Hex • Run impactful QBRs and EBRs with an executive mindset • Articulate the value of Kong’s platform and its components in alignment with customer business needs • Collaborate with the broader account team to validate renewals, identify cross-sell opportunities, and maintain SFDC hygiene

🎯 Requirements

• Customer obsession and resilience to overcome setbacks and pursue customer goals • Inquisitive mindset, active listening, and probing skills • Experience managing multiple customers simultaneously • Attention to detail and ability to deliver results across multiple initiatives • Ability to drive expansion, customer satisfaction, feature adoption, and retention • Ability to use 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 • Ability to manage renewal timelines, identify cross-sell opportunities, and maintain SFDC hygiene