Senior Technical Customer Success Manager - Thailand

Ovii's Interpretation of the Role

Kong seeks a senior‑level Customer Success Manager in Thailand to act as a strategic partner for key enterprise accounts. The role drives adoption, retention and growth of Kong's API/AI platform through executive engagement, data‑driven insights and cross‑functional collaboration.

Role Snapshot

• Strategic partner for key enterprise customers
• Drive product adoption and retention
• Lead cross‑functional initiatives
• Deliver executive business reviews
• Identify upsell and cross‑sell opportunities
• Manage multiple customer projects simultaneously

Must-Have Requirements

• Customer Relationship Management (CRM)
• Data analysis & management
• Program & project management
• Business communication
• Change management
• Technical support guidance
• Customer experience (CX)
• Sales management understanding
• Product management familiarity
• customer‑facing role
• CRM expertise
• program & project management
• Bachelor's degree in Business, Computer Science, or related field

Nice-to-Have Signals

• B2B SaaS experience
• B2B SaaS environment

Work Setup

• Location: Thailand
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test

What You'll Likely Work On

• Create and execute strategic account plans to boost retention, growth and advocacy
• Engage customers to uncover business goals, challenges and technical needs
• Serve as trusted advisor guiding change management and product adoption
• Monitor health metrics, analyze usage data and surface improvement opportunities
• Collaborate with sales, product and technical support to resolve complex issues
• Present workshops and business reviews to executive stakeholders
• Shape and refine customer success best‑practice frameworks
• Identify and pursue upsell and cross‑sell opportunities with sales leadership

Good Fit If You Have

• Passion for delivering exceptional customer experience
• Familiarity with product management concepts
• Experience in B2B SaaS environments
• Comfort handling technical support escalations
• Strong analytical mindset for data‑driven insights