# Director, Global Scaled CS

**Company:** [Kong](https://hotfix.jobs/companies/kong)
**Location:** Remote
**Role:** Customer Success
**Salary:** $250k – $300k/yr
**Experience:** 10+ years
**Skills:** Gainsight, Totango, Churnzero, Api Management, Microservices, Cloud Infrastructure, Customer Success Platforms, Data Analytics, AI Tools, Automation Workflows
**Posted:** 2026-04-01

> Leads global team of CSMs to build scalable, digital-first customer success strategies using automation, AI, and self-service tools for commercial API customers. Requires 10+ years CS experience, 5+ years leadership, and technical knowledge of APIs/microservices.

## Job Description

## Key Responsibilities
- **Lead a Global Team**: Directly leading a global team of 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. 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. Automate onboarding and adoption paths to accelerate "Time to Value" (TTV) milestones for thousands of users.
- **AI-Enhanced Customer Experience**: Identify and implement AI-driven tools and workflows to provide a personalized, high-touch feel at a massive scale.
- **Scale-Focused Content Strategy**: 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." 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
- **Experience**: 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space.
- **Leadership**: 5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment.
- **Technical Pedigree**: Experience leading a TAM (Technical Account Manager) or Technical CSM function is highly preferred. Comfortable discussing API management, microservices, or cloud infrastructure.
- **The "Digital First" Mindset**: A proven track record of building automated customer journeys and utilizing CS platforms (e.g., **Gainsight**, **Totango**, **ChurnZero**) to drive scale.
- **Data-Driven**: Ability to translate complex data sets into actionable retention strategies and accurate financial forecasts.

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