# Staff Customer Success Manager

**Company:** [Kong](https://hotfix.jobs/companies/kong)
**Location:** Unspecified
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Tableau, Salesforce, Clari, Hex, Api Gateway, Ai Gateway, Kong Konnect, Customer Success Planning, QBRs, Ebrs
**Posted:** 2026-08-11

> 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.

## Job Description

## 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.

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