Director, Global Scaled CS

🕒 vor 4 Monaten

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $250.000 - $300.000 / Jahr

⏰ Vollzeit

🔴 Experte

👔 Direktor

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Kong Inc.

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 2017

💼 Beratung

📦 Logistik

🔌 API

💰 €100.000.000 Series D im 2021-02

Consulting • Logistics • API

Kong Inc. ist ein Anbieter einer einheitlichen API- und KI-Plattform, die es Organisationen ermöglicht, APIs, LLMs, Event-Streams und Microservices zu erstellen, auszuführen, zu entdecken, zu verwalten und zu monetarisieren. Das Unternehmen bietet Kong Konnect — eine einzige Plattform, die API-Gateway, KI-Gateway, Event-Gateway, Service-Mesh, Entwickler-Tools wie Insomnia sowie Sicherheits-/Governance-Funktionen umfasst — mit dem Ziel, Unternehmen bei der Modernisierung der KI-Adoption zu unterstützen, agentische Workflows zu sichern und die API-gesteuerte Produktlieferung zu beschleunigen. Kong richtet sich an große Organisationen und Entwicklerteams mit Cloud-, On-Premise- und hybriden Bereitstellungsoptionen, professionellen Dienstleistungen und einer starken Open-Source-Community.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

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