资深客户成功经理
Staff Customer Success Manager
你准备好释放智能了吗？
如果你不认为自己符合以下所有条件，但仍对这份工作感兴趣，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。
职位描述：
作为资深客户成功经理，你将树立我们客户成功团队中“优秀”的标准。你将通过专注于客户售后流程的系统化执行来精通你的工作，直接推动客户的采用、扩展和风险缓解。这个角色具有战略性，需要你将技术知识与高管思维相结合，以实现卓越的业务价值。
你将负责：
- 推动战略客户成功：制定涵盖用例、路线图和积极业务成果的全面成功计划。
- 价值实现：通过基于价值的参与模式引导客户，并明确了解Kong对他们的业务影响。
- 理解复杂组织：通过构建权力和影响力图表来绘制客户组织结构，识别关键支持者和决策者。
- 利用合作伙伴生态系统：利用合作伙伴在客户组织中发现新的角色，并扩大利益相关者的共识。
- 运用数据与分析：使用利用率指标、领先指标以及Tableau、SFDC、Clari和Hex等工具来监控健康状况、识别风险并提取可操作的见解。
- 掌握沟通要点：通过采用高管思维，开展有影响力的季度回顾/执行回顾，清晰阐述Kong平台的价值，与客户的业务需求保持一致。
- 精通平台：自信地阐述Kong各组件的独特价值（如专用云网关、API网关、AI网关、服务网格管理器等）。
- 管理续约与预测：与更广泛的客户团队紧密合作，验证续约时间线，发现交叉销售机会，并保持良好的SFDC数据卫生。
你将带来的：
- 坚韧与决心：以客户为中心，具备从挫折中恢复的能力，坚持不懈地追求客户目标并解决问题。
- 好奇心：具有探索精神，结合积极倾听和深入提问技巧，提出多层次的开放式问题，挖掘根本原因。
- 团队协作思维：以深度协作的方式实现共同的公司目标，而不是仅仅关注个人胜利。
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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:
As a Staff Customer Success Manager, you will set the standard of what great looks like in our CS organization. You will master your craft by focusing on the disciplined execution of the Customer Post-Sales Process, directly driving adoption, expansion, and risk mitigation. This role is strategic, requiring you to blend technical knowledge with an executive mindset to deliver exceptional business value.
What You'll Do:
- Drive Strategic Customer Success: Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes.
- Value realization: Take customers through a value-based engagement model, and gain a clear understanding of Kong’s impact on their business.
- Navigate Complex Organizations: Map customer organizations by building power and influence charts to identify key champions and decision-makers.
- Leverage Partner Ecosystems: Utilize partners to uncover new personas within the customer organization and expand stakeholder alignment.
- Harness Data & Analytics: Use utilization metrics, Leading Indicators, and tools like Tableau, SFDC, Clari, and Hex to monitor health, identify risks, and extract actionable insights.
- Master the Message: Run impactful QBRs/EBRs by adopting an executive mindset, clearly articulating the value of the Kong platform in alignment with the customer’s business needs.
- Command the Platform: Confidently articulate the unique value of Kong's components (Dedicated Cloud Gateway, API Gateway, AI Gateway, Mesh Manager, etc.).
- Manage Renewals & Forecasting: Collaborate closely with the broader account team to validate renewal timelines, surface cross-sell opportunities, and maintain strong SFDC hygiene
What You'll Bring:
- Grit & Determination: Customer obsession and the resilience to bounce back from setbacks, relentlessly pursuing customer goals and overcoming issues.
- Curiosity: An inquisitive mindset paired with active listening and probing skills to ask layered, open-ended questions that uncover root causes.
- Team-Oriented Mindset: A deeply collaborative approach to achieving shared company goals, rather than focusing solely on individual wins.
- Prioritization: Experience managing multiple customers at a time while focusing on attention to detail and delivering results across multiple initiatives, such as driving expansion, customer satisfaction, feature adoption, and retention.
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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.