Staff Customer Success Manager

Ovii's Interpretation of the Role

The Staff Customer Success Manager leads strategic post‑sales engagements, driving adoption, expansion and risk mitigation for enterprise customers. The role blends deep product knowledge of Kong’s API/AI platform with executive‑level communication to deliver measurable business value.

Role Snapshot

• Strategic enterprise customer success
• Data‑driven health monitoring
• Executive stakeholder engagement
• Renewal and forecasting ownership
• Cross‑functional collaboration
• Platform expertise (API, AI, Mesh)
• Partner ecosystem leverage
• Multi‑account prioritization

Must-Have Requirements

• strategic customer success
• enterprise account management
• renewal and forecasting ownership

Work Setup

• Location: Berlin, Germany
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Develop comprehensive success plans that align use cases, roadmaps and business outcomes.
• Drive value‑based engagements to increase adoption, expansion and mitigate risk.
• Map complex customer organizations, build influence charts and identify key champions.
• Leverage partner ecosystems to uncover new personas and expand stakeholder alignment.
• Monitor health metrics using Tableau, SFDC, Clari and Hex to surface risks and insights.
• Lead impactful QBRs/EBRs, articulating Kong platform value to executive audiences.
• Articulate the unique benefits of Kong’s Dedicated Cloud Gateway, API Gateway, AI Gateway and Mesh Manager.
• Own renewal forecasting, collaborate with account teams and maintain SFDC hygiene.

Good Fit If You Have

• Grit and determination to pursue customer goals despite setbacks.
• Curiosity and active listening to uncover root causes.
• Collaborative mindset focused on shared company objectives.
• Strong prioritization skills managing multiple enterprise accounts.