Staff Customer Success Manager

Kong

France

On-siteCareer-pivot friendly

Who this role is best for

Geared toward candidates with a strategic mindset and experience in post-sales customer success, comfortable with navigating complex organizations and leveraging data analytics tools.

Best fit for

Candidates with a strategic approach to customer success and experience in driving value realization through engagement models
— “Take customers through a value-based engagement model”
Professionals who can blend technical knowledge with executive-level communication and planning
— “blend technical knowledge with an executive mindset to deliver exceptional business value”

Things to consider

This role involves a high level of cross-team coordination and collaboration
— “A deeply collaborative approach to achieving shared company goals”
The position requires managing multiple customers and initiatives simultaneously
— “Experience managing multiple customers at a time while focusing on attention to detail”

How to stand out

Highlight your ability to create success plans aligned with customer business outcomes
— “Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes”
Demonstrate experience in mapping customer organizations and identifying key stakeholders
— “Map customer organizations by building power and influence charts”
Showcase your skills in using data analytics platforms to drive insights and mitigate risks
— “Use utilization metrics, Leading Indicators, and tools like Tableau, SFDC, Clari, and Hex”
Emphasize your track record in driving expansion and retention through customer success initiatives
— “delivering results across multiple initiatives, such as driving expansion, customer satisfaction, feature adoption, and retention”
Demonstrate your ability to articulate the value of technical platforms to executives
— “Run impactful QBRs/EBRs by adopting an executive mindset”

Pace · SteadyCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

Develop comprehensive success plans
Drive adoption and expansion
Manage multiple customer accounts

Typical background

Experience in customer success managementExperience in cloud platforms

Skills & requirements

Required

Customer Success ManagementProject ManagementCommunication SkillsData AnalysisCustomer Relationship Management

Preferred

Ai-driven SolutionsCloud Platforms

Stack & domain

Customer SuccessCustomer Post-sales ProcessValue RealizationCustomer OrganizationsPartner EcosystemsData & AnalyticsUtilization MetricsLeading IndicatorsTools Like Tableau, Sfdc, Clari, And HexKong PlatformRenewals & ForecastingSFDC HygieneCustomer ObsessionResilienceCuriosityActive ListeningProbing SkillsTeam-oriented MindsetPrioritizationCollaborationExecutive MindsetCommunicationProblem-solvingLeadershipCloudAIEnterprise SoftwareCustomer EngagementCustomer ExperienceCustomer SatisfactionCustomer Retention

About the role

Original posting from Kong via Ashby

Are you ready to unlock intelligence?
If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.
About the Role:
As a Staff Customer Success Manager, you will set the standard of what great looks like in our CS organization. You will master your craft by focusing on the disciplined execution of the Customer Post-Sales Process, directly driving adoption, expansion, and risk mitigation. This role is strategic, requiring you to blend technical knowledge with an executive mindset to deliver exceptional business value.
What You'll Do:
Drive Strategic Customer Success: Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes.
Value realization: Take customers through a value-based engagement model, and gain a clear understanding of Kong’s impact on their business.
Navigate Complex Organizations: Map customer organizations by building power and influence charts to identify key champions and decision-makers.
Leverage Partner Ecosystems: Utilize partners to uncover new personas within the customer organization and expand stakeholder alignment.
Harness Data & Analytics: Use utilization metrics, Leading Indicators, and tools like Tableau, SFDC, Clari, and Hex to monitor health, identify risks, and extract actionable insights.
Master the Message: Run impactful QBRs/EBRs by adopting an executive mindset, clearly articulating the value of the Kong platform in alignment with the customer’s business needs.
Command the Platform: Confidently articulate the unique value of Kong's components (Dedicated Cloud Gateway, API Gateway, AI Gateway, Mesh Manager, etc.).
Manage Renewals & Forecasting: Collaborate closely with the broader account team to validate renewal timelines, surface cross-sell opportunities, and maintain strong SFDC hygiene
What You'll Bring:
Grit & Determination: Customer obsession and the resilience to bounce back from setbacks, relentlessly pursuing customer goals and overcoming issues.
Curiosity: An inquisitive mindset paired with active listening and probing skills to ask layered, open-ended questions that uncover root causes.
Team-Oriented Mindset: A deeply collaborative approach to achieving shared company goals, rather than focusing solely on individual wins.
Prioritization: Experience managing multiple customers at a time while focusing on attention to detail and delivering results across multiple initiatives, such as driving expansion, customer satisfaction, feature adoption, and retention.
#LI-TR1
About Kong:
Kong Inc., the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, Kong’s unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit www.konghq.com http://www.konghq.com.

Source: Kong careers (Ashby)