Staff Technical Customer Success Manager

Responsibilities

• Coach customers throughout their lifecycle while collaborating with Customer Experience teams to ensure customer outcomes.
• Help customers create an AI- and API-optimized vision for their future, with Kong’s solutions supporting their path forward.
• Define adoption plans, post-sales engagement, and recommended practices.
• Work with Sales and Product teams to maximize customer value from Kong’s solutions.
• Innovate tooling and processes to improve team efficiency.
• Support innovative customer projects.
• Become a subject-matter expert on Kong products and technologies and apply that knowledge to real-world customer usage.
• Collaborate with peers, business partners, and cross-functional groups.

Requirements

• Builder’s mentality and ability to solve complex problems for customers and internal teams.
• Experience managing a portfolio of commercial customers and identifying opportunities for automated customer engagement.
• Strong passion for technology and customer growth.
• Self-starter with strong organizational skills and the ability to drive customer outcomes.
• Understanding of complex technology environments.
• Strong self-awareness and communication skills.
• Proven experience in customer-facing, technically advanced environments, such as SaaS, open-source, or infrastructure software companies.
• Solid understanding 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).