Staff Customer Success Manager

Ovii's Interpretation of the Role

The Staff Customer Success Manager will set the benchmark for post‑sales success at Kong, driving adoption, expansion, and risk mitigation while partnering with executives and technical teams. The role blends strategic planning, data‑driven health monitoring, and executive‑level communication to deliver measurable business value.

Role Snapshot

• Strategic CS leadership
• Post‑sales adoption & expansion
• Executive stakeholder engagement
• Data‑driven health monitoring
• Renewal & forecasting

Must-Have Requirements

• Customer Success strategy
• Account expansion & renewal management
• Data analytics (Tableau, SFDC, Clari, Hex)
• Executive communication
• Partner ecosystem utilization
• API platform knowledge
• Strategic customer success
• Post‑sales adoption and expansion
• Renewal and forecasting

Work Setup

• Location: London, United Kingdom
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility
• Education requirement
• Certifications
• Travel
• Security clearance

What You'll Likely Work On

• Create and execute comprehensive success plans that align use cases, roadmaps, and business outcomes.
• Guide customers through value‑based engagements to demonstrate Kong’s impact on their organization.
• Map complex customer organizations, build influence charts, and identify key champions and decision‑makers.
• Leverage partner ecosystems to uncover new personas and expand stakeholder alignment.
• Monitor health and risk using utilization metrics and tools such as Tableau, SFDC, Clari, and Hex.
• Lead QBRs/EBRs with an executive mindset, clearly articulating platform value.
• Articulate the unique benefits of Kong’s API, AI, and mesh components.
• Collaborate with account teams on renewals, cross‑sell opportunities, and maintain SFDC hygiene.

Good Fit If You Have

• Demonstrated grit and determination in overcoming customer challenges.
• Curious, inquisitive mindset with strong probing and active‑listening skills.
• Collaborative, team‑oriented approach to shared company goals.