Director, Global Scaled CS

Ovii's Interpretation of the Role

Kong seeks a Director of Scaled Customer Success to architect a digital‑first, AI‑enhanced, one‑to‑many service model for its global commercial base. You will lead a worldwide team of CSMs, automate onboarding and adoption journeys, and drive data‑driven retention and expansion.

Role Snapshot

• Director of Scaled Customer Success
• Leads global CSM organization
• Designs low‑touch, one‑to‑many CS strategy
• Builds automated digital customer journeys
• Integrates AI‑driven CX tools
• Creates self‑service content hub
• Partners on forecasts & retention

Must-Have Requirements

• Leadership & team scaling
• 10+ years Customer Success / Account Management / Professional Services experience
• 5+ years leading and scaling high‑performing teams
• Proven track record building automated customer journeys
• Experience with CS platforms (Gainsight, Totango, ChurnZero)
• Data‑driven analysis and forecasting ability
• Customer Success
• Account Management
• Professional Services

Nice-to-Have Signals

• Technical Account Management / Technical CSM background
• Comfort discussing API management, microservices, cloud infrastructure
• AI‑driven CX tooling familiarity
• Technical Account Management
• API management
• AI connectivity

Work Setup

• Location: United States
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: United States
• Employment type: Full-Time

Not Specified in JD

• Salary range
• Visa sponsorship
• Relocation
• Travel
• Security clearance
• Coding test
• Portfolio

What You'll Likely Work On

• Lead and grow a global team of Customer Success Managers
• Develop and execute a low‑touch, one‑to‑many CS strategy
• Automate onboarding, adoption and time‑to‑value pathways for thousands of users
• Identify, pilot and scale AI‑driven tools that deliver personalized experiences at massive scale
• Create automated webinars, interactive docs and self‑service hubs as a digital‑first content engine
• Monitor commercial health, surface “value debt,” and align technical utilization with business outcomes
• Collaborate with the Renewals Manager to produce accurate annual and quarterly forecasts

Good Fit If You Have

• Experience leading Technical Account Management or Technical CSM functions
• Familiarity with API management, microservices, or cloud infrastructure
• Background in SaaS or infrastructure‑focused professional services
• Comfort operating in a remote, globally distributed environment