Kong Inc.
Kong Inc.
201 – 500 Employees
APIConsultingLogistics
Kong Inc. develops API infrastructure for organizations building and operating digital services. Its platform brings together API management, AI integration, and developer productivity tools, including Kong Gateway and Kong Konnect, to help teams manage the full API lifecycle across multi-cloud environments. The company focuses on performance, security, and operational flexibility, with integrations, plugins, and community resources that support developers working across industries such as financial services, healthcare, technology, and logistics.

Staff Customer Success Manager - Remote, United Kingdom

Lead customer adoption, expansion, renewals, and risk management for Kong’s unified API and AI connectivity platform.

Description

  • Set a high standard for excellence across Kong’s Customer Success organization
  • Follow Kong’s post-sales customer engagement process
  • Increase adoption and expansion while reducing customer risk
  • Create success plans that connect use cases, roadmaps, and business outcomes
  • Lead customers through a value-focused engagement model
  • Assess and communicate Kong’s business impact for each customer
  • Chart customer organizations to understand influence and decision-making power
  • Build relationships with key champions and decision-makers
  • Work with partners to identify customer personas and strengthen stakeholder alignment
  • Track customer health through usage data and leading indicators
  • Analyze Tableau, SFDC, Clari, and Hex data to identify risks and inform action
  • Lead effective QBRs and EBRs with an executive-level perspective
  • Position Kong’s platform value around customer business priorities
  • Explain the capabilities and value of Kong platform components
  • Coordinate with the wider account team on renewals and forecasting
  • Confirm renewal schedules, uncover cross-sell opportunities, and keep SFDC records accurate

Requirements

  • Customer-focused approach with resilience when facing setbacks
  • Curious mindset supported by active listening and thoughtful questioning
  • Collaborative, team-oriented working style
  • Background managing several customers at the same time
  • Strong attention to detail while delivering across concurrent initiatives
  • Ability to improve expansion, satisfaction, feature adoption, and retention
  • Technical understanding combined with an executive perspective
  • Experience with Tableau, SFDC, Clari, and Hex
  • Ability to explain Kong platform components, including Dedicated Cloud Gateway, API Gateway, AI Gateway, and Mesh Manager

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