kong - Director, Global Scaled CS
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Requirements
• Experience: 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space. • Leadership: 5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment. • Technical Pedigree: Experience leading a TAM (Technical Account Manager) or Technical CSM function is highly preferred. You should be comfortable discussing API management, microservices, or cloud infrastructure. • The "Digital First" Mindset: A proven track record of building automated customer journeys and utilizing CS platforms (e.g., Gainsight, Totango, ChurnZero) to drive scale. • Data-Driven: Ability to translate complex data sets into actionable retention strategies and accurate financial forecasts.
Responsibilities
• Lead a Global Team: Directly manage a Manager and a global team of 15 CSMs (and growing), fostering a culture of technical excellence and proactive customer advocacy within the Commercial segment. • Low-Touch Strategy Development: Design and execute a sophisticated "one-to-many" CS strategy. You will move away from manual intervention toward a scalable model that maintains high engagement through innovation. • Scaled Digital Journeys: Build end-to-end digital customer lifecycles. You will automate onboarding and adoption paths to accelerate "Time to Value" (TTV) milestones for thousands of users. • AI-Enhanced Customer Experience: Act as a pioneer in the "new age" of CS. Identify and implement AI-driven tools and workflows to provide a personalized, high-touch feel at a massive scale. • Scale-Focused Content Strategy: Shift the paradigm from manual support to a digital-first resource engine. Lead the creation of automated webinars, interactive documentation, and self-service hubs. • Value-to-Utilization Alignment: Monitor the health of the commercial base to identify and bridge "Value Debt." You will ensure that customer technical utilization directly translates into realized business outcomes to prevent churn. • Strategic Forecasting: Partner closely with the Renewals Manager to develop precise annual and quarterly forecasts, driving higher retention and expansion rates across the scaled segment.
Benefits
• On Target Earning $250K – $300K • Offers Equity • Kong has different base pay ranges for different work locations within the United States and Canada, which allows us to pay employees competitively and consistently in different geographic markets. Compensation varies depending on a wide array of factors, including but not limited to specific candidate location, role, skill set and level of experience. Certain roles are eligible for additional rewards including sales incentives depending on the terms of the applicable plan and role. Benefits may vary depending on location. US based employees are typically offered access to healthcare benefits, a 401(k) plan, short and long term disability benefits, basic life and AD&D insurance, among others. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Add anything else you would like to share. • I prefer not to answer • Another Gender Identity • Heterosexual / straight • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Person with disability • Refugee or immigrant • None of the above • Yes, Kong can contact me about future job opportunities for up to 3 years. • Note: The consent period lasts for 3 years • Recruiting Privacy Policy • Kong may use Artificial Intelligence with this application. Learn more.
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