# Senior Technical Customer Success Manager

**Company:** [Kong](https://hotfix.jobs/companies/kong)
**Location:** Unspecified
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Customer Success, Account Management, B2B SaaS, Customer Relationship Management, Data Analysis, Data Management, Business Communication, Change Management, Customer Experience, Product Management, Program Management, Project Management, Sales Management, Technical Support
**Posted:** 2026-07-22

> Strategic customer success partner for key B2B SaaS customers, driving adoption, retention, satisfaction, and expansion. The role requires customer-facing experience, strong communication and analytical capabilities, and the ability to manage technical initiatives and executive relationships.

## Job Description

## Responsibilities
- Develop and execute strategic account plans to drive customer retention, growth, and advocacy.
- Proactively engage with customers to understand their business objectives, challenges, and technical requirements.
- Act as a trusted advisor, guiding customers through change management initiatives and product adoption processes.
- Monitor customer health, analyze usage data, and identify opportunities for process improvements and increased value realization.
- Collaborate cross-functionally with sales, product, and technical support teams to address customer needs and resolve complex issues.
- Conduct presentations, workshops, and business reviews with executive stakeholders.
- Contribute to customer success strategies and best practices.
- Drive customer satisfaction through exceptional customer experience and proactive relationship management.
- Identify upselling and cross-selling opportunities with the Sales Management team.
- Manage and prioritize multiple customer engagements and projects concurrently.
- Provide technical support guidance and escalation management when necessary.

## Requirements
- Bachelor's degree in Business, Computer Science, or a related field.
- Experience in a customer-facing role such as Account Management or Customer Success, preferably in a B2B SaaS environment.
- Expertise in Customer Relationship Management (CRM) and customer engagement methodologies.
- Strong analytical skills, including data analysis and data management.
- Excellent written and verbal business communication skills.
- Experience with change management and guiding customers through transitions.
- Passion for delivering exceptional customer experience and driving customer satisfaction.
- Familiarity with product management concepts and communicating product value.
- Program management and project management experience, including managing multiple initiatives simultaneously.
- Understanding of sales management principles and identifying growth opportunities.
- Basic understanding of technical support processes and troubleshooting common issues.

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