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Kong Inc.

Staff Customer Success Manager

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Remote from
France
Salary
Undisclosed
Department
Customer Support & Success
Employment
Full Time
Experience
Director
Published
Apply before
4 Nov 2026
Listing views
12
Application actions
1
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AI Summary

The role, at a glance.

This Staff Customer Success Manager role owns strategic post-sales engagement for Kong’s enterprise customers, with emphasis on adoption, retention, expansion, and risk mitigation. The position requires building detailed success plans, mapping complex stakeholder organizations, and demonstrating measurable business value through executive-facing QBRs and EBRs. It combines customer-success leadership with technical fluency across API, AI gateway, cloud gateway, and service-mesh offerings. The manager will use customer-health and utilization data in tools such as Salesforce, Tableau, Clari, and Hex to guide interventions, forecasting, and renewal strategy. Success depends on cross-functional collaboration with account teams and partners while managing multiple high-value customer relationships.

Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

Job Complexity

5/5
EasyHard

Pace & Pressure

4/5
RelaxedFast-paced

Autonomy Level

5/5
GuidedFull ownership

Communication Load

5/5
IndependentCollaborative
AI insightThis is a senior strategic role that requires influencing executive stakeholders, navigating complex enterprise accounts, and translating technical platform capabilities into measurable business outcomes. The manager is expected to independently identify risk and expansion opportunities while balancing adoption, renewals, forecasting, and multiple customer initiatives.

Salary analysis

Estimated compensation compared with the broader US market for similar roles.

Estimated job medianMarket rate
$165,000
US market range$135k–$205k
AI insightNo actual salary was disclosed, so these figures are estimated USD yearly base-salary benchmarks for a US-based Staff Customer Success Manager in enterprise B2B SaaS or infrastructure software. Actual compensation may vary substantially by location, account scope, variable compensation structure, equity, and technical specialization.

Core skills

Skills and capabilities most closely associated with this opportunity.

Customer Success ManagementEnterprise SaaSPost-Sales StrategyCustomer RetentionAccount ExpansionExecutive Stakeholder ManagementRenewals ForecastingCustomer Health AnalyticsAPI PlatformsQBRs and EBRs
Sample interview questions
How would you create a success plan for a strategic enterprise customer adopting Kong’s platform?

I would begin by aligning on the customer’s business priorities, technical use cases, decision criteria, and desired measurable outcomes. I would document stakeholders, milestones, adoption metrics, risks, and an operating cadence, then review the plan regularly with the customer and internal account team to maintain accountability.

Describe how you would identify and address risk in a customer account.

I would combine quantitative signals such as declining utilization, support trends, product adoption, renewal timing, and engagement with qualitative feedback from champions and executives. After validating root causes, I would build a recovery plan with clear owners, dates, success measures, and executive communication appropriate to the level of risk.

How do you communicate technical platform value to executive stakeholders?

I avoid feature-led conversations and connect platform capabilities to business outcomes such as delivery speed, reliability, governance, security, cost efficiency, and AI enablement. I use concise outcome-based narratives supported by relevant utilization data, milestones, risks, and a clear recommendation for next steps.

How would you run an effective QBR or EBR for a complex customer?

I would tailor the session to the audience and anchor it in the customer’s stated goals. The agenda would cover realized value, adoption and health trends, strategic priorities, risks, roadmap alignment, and jointly agreed actions, rather than simply reviewing activity or product features.

How do you balance customer advocacy with commercial expansion and renewal responsibilities?

I treat expansion and renewal as outcomes of sustained customer value rather than separate sales motions. By ensuring adoption is tied to meaningful use cases, maintaining transparent account health, and coordinating closely with sales and partners, I can surface relevant growth opportunities without compromising customer trust.

This analysis is generated from the job description. Salary estimates, role characteristics and sample answers are guidance, not employer-provided facts.
Opportunity details

About this role.

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.

#LI-TR1

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.

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This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.

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