P-Staff Customer Success Manager (U.K)

• As a Staff/Senior Customer Success Manager, you will set the standard of what great looks like in our CS organisation
• 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
• 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

Benefits

• Flexible time off: Take time to take care of yourself and the things that matter most
• Stock options: We want you to share in our success. That’s why stock options are offered to most Kongers
• U-First Fridays: Get 4 hours a month for continuous learning with a book, podcast, or course of your choice
• Virtual events: Stay connected with Donut chats, trivia, fitness challenges, guided meditations, and more
• Home office stipend: Build a home office environment tailored to support your productivity
• Dedicated unplug days: Silence those notifications. Enjoy some well-deserved long weekend where the entire team unplugs- 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
• Grit & Determination: Customer obsession and the resilience to bounce back from setbacks, relentlessly pursuing customer goals and overcoming issues
• Team-Oriented Mindset: A deeply collaborative approach to achieving shared company goals, rather than focusing solely on individual wins
• Prioritisation: 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
• Curiosity: An inquisitive mindset paired with active listening and probing skills to ask layered, open-ended questions that uncover root causes