Senior Customer Success Manager

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Establish the benchmark for excellence within Kong’s customer success division.

• Implement the Customer Post-Sales Process to enhance adoption, facilitate expansion, and mitigate risks.

• Create thorough customer success strategies that encompass use cases, roadmaps, and desired business outcomes.

• Lead customers through a value-oriented engagement model, showcasing Kong’s impact on their business.

• Analyze customer organizations utilizing power and influence charts to pinpoint champions and decision-makers.

• Collaborate with partners to identify new customer personas and enhance stakeholder alignment.

• Track customer health using utilization metrics, Leading Indicators, Tableau, SFDC, Clari, and Hex.

• Conduct effective QBRs and EBRs with a focus on executive engagement.

• Clearly communicate the value of Kong’s platform and its components in relation to customer business objectives.

• Work in conjunction with the wider account team to confirm renewals, spot cross-sell opportunities, and uphold SFDC hygiene.

⛳️ Requirements

• A strong customer focus and the resilience to navigate challenges while achieving customer objectives.

• An inquisitive nature coupled with active listening and probing abilities.

• Proven experience managing several customers at once.

• Strong attention to detail and the capability to deliver results across various initiatives.

• Ability to foster expansion, enhance customer satisfaction, promote feature adoption, and ensure retention.

• Proficiency in utilizing metrics, Leading Indicators, Tableau, SFDC, Clari, and Hex.

• Skill in articulating the value of Kong platform components, such as Dedicated Cloud Gateway, API Gateway, AI Gateway, and Mesh Manager.

• Competence in managing renewal timelines, identifying cross-sell opportunities, and maintaining SFDC hygiene.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Generous vacation policy and paid time off.

• Opportunities for professional development and career advancement.