Senior Customer Success Manager
Core
Set the standard for the Customer Success organization by driving adoption, expansion, and risk mitigation through disciplined execution of the Customer Post-Sales Process.
Role type
Senior Customer Success Manager (Strategic)
Builds
Customer success plans, value-based engagement models, and executive business outcomes for API and AI platform users.
Domain
API Management / AI Connectivity / SaaS
Deliverable
dashboards & analysis
Required skills
Strategic planning, executive communication, stakeholder mapping, data analytics, partner ecosystem management, renewal forecasting, platform technical knowledge
Preferred skills
Resilience, curiosity, prioritization, cross-functional collaboration
Technologies
Tableau, Salesforce (SFDC), Clari, Hex, Kong Dedicated Cloud Gateway, Kong API Gateway, Kong AI Gateway, Kong Mesh Manager
Responsibilities
Develop comprehensive success plans covering use cases and roadmaps; navigate complex customer organizations to identify key champions; leverage partner ecosystems to expand stakeholder alignment; harness data and analytics to monitor health and identify risks; run impactful QBRs/EBRs to articulate platform value; manage renewals and forecasting in collaboration with the account team.