Staff Technical Customer Success Manager
Staff-level customer success professional managing technically sophisticated commercial accounts, driving adoption and growth, and partnering with Sales and Product. Requires customer-facing experience in SaaS, open-source, or infrastructure software plus strong cloud-native, API, and DevOps knowledge.
About the job
Responsibilities
- Coach customers throughout their lifecycle and collaborate with Customer Experience teams to achieve customer outcomes.
- Help customers develop AI- and API-optimized technology visions and adoption plans.
- Define effective post-sales engagement strategies, recommendations, and success criteria.
- Partner with Sales and Product teams to maximize customer value from Kong solutions.
- Manage a portfolio of commercial customers and identify growth opportunities and patterns suitable for automation.
- Improve customer engagement tooling and team processes through self-service technology and reusable assets.
- Lead and contribute to innovative customer projects.
- Develop subject-matter expertise in Kong products and technologies and apply it to customer use cases.
- Collaborate with peers, business partners, and cross-functional groups.
Requirements
- Experience in customer-facing, technically advanced environments at SaaS, open-source, or infrastructure software companies.
- Experience managing a commercial customer portfolio.
- Strong understanding of complex technology environments.
- Knowledge of cloud-native technologies, including containers, Kubernetes, and microservices.
- Foundational understanding of API management.
- Understanding of DevOps, CI/CD, and cloud computing infrastructure as a service (IaaS).
- Strong organizational, communication, self-awareness, problem-solving, and self-directed working skills.
- Passion for technology and customer success.
Compensation
- Annual salary: $160,000–$200,000.
Skills
APIs, Microservices, Kubernetes, Containers, Cloud Native, Api Management, DevOps, CI/CD, Cloud Computing, Iaas, SaaS, Open Source
Similar jobs
Customer Success jobs
Okta
San Francisco, CA
The Customer Success Executive will manage strategic enterprise relationships, drive adoption, retention, renewals, and expansion, and align Okta’s solutions with customer business outcomes. The role requires 10+ years of customer success, account management, or consulting experience with complex enterprises and strong executive communication skills.
MongoDB
United States
Serves as a strategic advocate for MongoDB’s highest-value customers, partnering with the CPO and cross-functional leaders to translate executive feedback into product priorities and improved outcomes. Requires extensive experience in product, consulting, enterprise sales strategy, or customer success, plus strong executive communication and technical fluency.
Shield AI
Washington, DCLeads customer success for Hivemind enterprise customers, managing onboarding, account health, executive relationships, renewals, and expansion. The role requires a bachelor's degree, 8+ years in customer success or account management, enterprise customer experience, and extensive travel.
Celonis
New York, NY
Leads strategic Life Sciences customer relationships and end-to-end value realization for Celonis transformation programs. The role requires 15+ years of relevant experience, executive communication, large-scale transformation leadership, SaaS and solution design expertise, and a consultative approach.
Stripe
San Francisco, CA
Supports complex, high-growth billing accounts through consultative technical guidance, relationship management, integrations, and operational solutions. Requires 10+ years of enterprise client-facing experience, billing expertise, API fluency, SQL proficiency, and strong troubleshooting and communication skills.