Role overview

Kong is seeking a Senior Technical Customer Success Manager to join the Customer Experience team in California. In this full-time position, you will guide customers through their lifecycle as they use Kong’s API and microservices platform to modernize their business operations. Your work will directly enable enterprises to realize the full value of their Kong investment across one of today’s most dynamic technology domains.

Key responsibilities

Coach customers throughout their entire lifecycle while coordinating with other Customer Experience team members to achieve desired outcomes.
Establish clear standards for customer adoption plans and post-sales engagement, articulating recommendations and the reasoning behind them.
Partner with Sales and Product teams to ensure customers maximize the benefits they receive from Kong’s solutions.
Identify and implement innovations in tooling and processes that increase efficiency for yourself and your team.
Develop deep knowledge of Kong’s products and technologies, then translate that expertise into practical applications for real-world customer scenarios.
Manage a portfolio of commercial customers, analyzing patterns to design scalable, automated approaches using current customer engagement technology.
Collaborate across departments and with external partners while representing Kong’s values and standards.

Requirements

Demonstrated experience managing a portfolio of commercial customers in a SaaS, Open Source, or Infrastructure software company.
Strong foundational knowledge of Cloud Native technologies including containerization, Kubernetes, and microservices architecture.
Solid understanding of APIs, DevOps, CI/CD pipelines, and cloud computing infrastructure.
Excellent organizational skills, self-awareness, and communication abilities with the capacity to work independently and drive customer outcomes.
A builder’s mindset with the ability to solve complex problems creatively and improve experiences for both customers and Kong.
Passion for technology and genuine commitment to customer success and business growth.

What makes this role worth considering

You’ll be working at a dynamic, fast-paced company trusted by Fortune 500 organizations and AI-native startups. This role positions you at the forefront of how enterprises modernize their software infrastructure, giving you the opportunity to build meaningful relationships with key customers while pioneering innovative approaches to customer management and engagement at scale.