全球规模化客户服务总监
Director, Global Scaled CS
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如果你不认为自己符合以下所有条件，但仍然对该职位感兴趣，请申请。没有人能完全满足所有要求——我们寻找的是在某些领域特别出色，并且在其他领域有相关兴趣和能力的候选人。
职位简介：
Kong 正在寻找一位有远见的规模化客户成功总监，重新定义我们如何支持、保留并增长不断扩大的全球商业客户群。这不是一个传统的“亲力亲为”的客户管理职位；我们寻找的是一个以数字优先的架构师，能够将人类专业知识与前沿自动化和人工智能相结合。
你将领导一支高绩效的全球客户成功经理（CSM）团队，采用“一对多”的方法，确保每个客户——无论规模大小——都能实现世界级的 API 连接和业务价值。
你会做什么：
- 领导全球团队：直接领导一支全球客户成功经理团队（并持续扩大），在商业部门内培养技术卓越和积极客户倡导的文化。
- 低接触策略开发：设计并执行复杂的“一对多”客户成功策略。你将从手动干预转向可扩展的模型，通过创新保持高参与度。
- 扩展的数字化旅程：构建端到端的数字化客户生命周期。你将自动化入职和使用路径，加快数千用户的“价值时间”（TTV）里程碑。
- AI 增强的客户体验：作为客户成功“新时代”的先驱。识别并实施基于人工智能的工具和工作流程，以大规模提供个性化、高接触感的服务。
- 以扩展为重点的内容策略：从手动支持转向以数字优先的资源引擎。领导创建自动化的网络研讨会、交互式文档和自助服务中心。
- 价值与使用率对齐：监控商业客户群的健康状况，识别并弥补“价值债务”。你将确保客户的使用率直接转化为实际的业务成果，防止客户流失。
- 战略预测：与续约经理紧密合作，制定精确的年度和季度预测，推动扩展客户群的更高留存率和增长。
你会带来什么：
- 经验：在 SaaS 或基础设施领域的客户成功、客户管理或专业服务领域拥有 10 年以上的工作经验。
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Are you ready to unlock intelligence?
If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.
About the Role:
Kong is looking for a visionary Director of Scaled Customer Success to redefine how we support, retain, and grow our expanding global commercial base. This is not a traditional "hands-on" account management role; we are looking for a digital-first architect who can blend human expertise with cutting-edge automation and AI.
You will lead a high-performing global team of Customer Success Managers (CSMs) focusing on a "one-to-many" approach that ensures every customer—regardless of size—achieves world-class API connectivity and business value.
What You'll Do:
- Lead a Global Team: Directly leading a global team of CSMs (and growing), fostering a culture of technical excellence and proactive customer advocacy within the Commercial segment.
- Low-Touch Strategy Development: Design and execute a sophisticated "one-to-many" CS strategy. You will move away from manual intervention toward a scalable model that maintains high engagement through innovation.
- Scaled Digital Journeys: Build end-to-end digital customer lifecycles. You will automate onboarding and adoption paths to accelerate "Time to Value" (TTV) milestones for thousands of users.
- AI-Enhanced Customer Experience: Act as a pioneer in the "new age" of CS. Identify and implement AI-driven tools and workflows to provide a personalized, high-touch feel at a massive scale.
- Scale-Focused Content Strategy: Shift the paradigm from manual support to a digital-first resource engine. Lead the creation of automated webinars, interactive documentation, and self-service hubs.
- Value-to-Utilization Alignment: Monitor the health of the commercial base to identify and bridge "Value Debt." You will ensure that customer technical utilization directly translates into realized business outcomes to prevent churn.
- Strategic Forecasting: Partner closely with the Renewals Manager to develop precise annual and quarterly forecasts, driving higher retention and expansion rates across the scaled segment.
What You'll Bring:
- Experience: 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space.
- Leadership: 5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment.
- Technical Pedigree: Experience leading a TAM (Technical Account Manager) or Technical CSM function is highly preferred. You should be comfortable discussing API management, microservices, or cloud infrastructure.
- The "Digital First" Mindset: A proven track record of building automated customer journeys and utilizing CS platforms (e.g., Gainsight, Totango, ChurnZero) to drive scale.
- Data-Driven: Ability to translate complex data sets into actionable retention strategies and accurate financial forecasts.
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About Kong:
Kong Inc., the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, Kong’s unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit www.konghq.com http://www.konghq.com.