Staff Customer Success Manager
Leads strategic customer success engagements across the Nordics and Benelux, driving adoption, value realization, expansion, renewals, and risk mitigation. The role requires strong executive communication, customer organization mapping, data-driven account health management, and collaboration with account teams and partners.
About the job
Responsibilities
- Develop comprehensive customer success plans covering use cases, roadmaps, and positive business outcomes.
- Guide customers through a value-based engagement model and clarify the platform’s business impact.
- Map customer organizations using power and influence charts to identify champions and decision-makers.
- Leverage partner ecosystems to uncover new customer personas and expand stakeholder alignment.
- Use utilization metrics, leading indicators, Tableau, SFDC, Clari, and Hex to monitor customer health, identify risks, and generate actionable insights.
- Run impactful QBRs and EBRs with an executive mindset, articulating platform value in alignment with customer business needs.
- Explain the value of Kong platform components, including Dedicated Cloud Gateway, API Gateway, AI Gateway, and Mesh Manager.
- Collaborate with the account team to validate renewal timelines, identify cross-sell opportunities, and maintain accurate SFDC records.
Requirements and Qualifications
- Customer obsession and resilience in pursuing customer goals and overcoming challenges.
- Curiosity, active listening, and the ability to ask layered, open-ended questions that uncover root causes.
- A deeply collaborative, team-oriented approach.
- Ability to manage multiple customers and initiatives while maintaining attention to detail and delivering results across expansion, customer satisfaction, feature adoption, and retention.
Skills
Tableau, Salesforce, Clari, Hex, Api Gateway, Ai Gateway, Kong Konnect, Customer Success Planning, QBRs, Ebrs
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