P-Staff Customer Success Manager, UK
Job description
Are you ready to unlock intelligence?
If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.
Staff Customer Success Manager
About the Role
As a Staff/Senior Customer Success Manager, you will set the standard of what great looks like in our CS organisation. You will master your craft by focusing on the disciplined execution of the Customer Post-Sales Process, directly driving adoption, expansion, and risk mitigation. This role is strategic, requiring you to blend technical knowledge with an executive mindset to deliver exceptional business value.
What You'll Do
- Drive Strategic Customer Success: Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes.
- Value realization: Take customers through a value-based engagement model, and gain a clear understanding of Kong’s impact on their business.
- Navigate Complex Organizations: Map customer organizations by building power and influence charts to identify key champions and decision-makers.
- Leverage Partner Ecosystems: Utilize partners to uncover new personas within the customer organization and expand stakeholder alignment.
- Harness Data & Analytics: Use utilization metrics, Leading Indicators, and tools like Tableau, SFDC, Clari, and Hex to monitor health, identify risks, and extract actionable insights.
- Master the Message: Run impactful QBRs/EBRs by adopting an executive mindset, clearly articulating the value of the Kong platform in alignment with the customer’s business needs.
- Command the Platform: Confidently articulate the unique value of Kong's components (Dedicated Cloud Gateway, API Gateway, AI Gateway, Mesh Manager, etc.).
- Manage Renewals & Forecasting: Collaborate closely with the broader account team to validate renewal timelines, surface cross-sell opportunities, and maintain strong SFDC hygiene
What You'll Bring:
- Grit & Determination: Customer obsession and the resilience to bounce back from setbacks, relentlessly pursuing customer goals and overcoming issues.
- Curiosity: An inquisitive mindset paired with active listening and probing skills to ask layered, open-ended questions that uncover root causes.
- Team-Oriented Mindset: A deeply collaborative approach to achieving shared company goals, rather than focusing solely on individual wins.
- Prioritisation: Experience managing multiple customers at a time while focusing on attention to detail and delivering results across multiple initiatives, such as driving expansion, customer satisfaction, feature adoption, and retention.
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About Kong:
Kong Inc., the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, Kong’s unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit .
Skills mentioned
Speed up time to market by unleashing developer productivity, automating security, and streamlining API management. Kong powers the API world Kong provides the foundation that enables any company to become an API-first company — speeding up time to market, creating new business opportunities, and delivering superior products and services. Built on the world’s most adopted API gateway, Kong’s unified cloud API platform delivers fast, reliable, secure digital experiences. With Kong, organizations can increase developer productivity, security, and performance at scale with a single easy-to-use platform for API management, service mesh, and ingress controller. We put customers at the heart of everything we do. That’s why everyone from e-commerce startups to the world’s leading biotech companies trust Kong to run mission-critical applications. We embody open source and everything it stands for. We foster a culture of individualism — encouraging our people to bring new ideas and innovations, regardless of level and function. How we do it We’re passionate about solving the challenges that will fundamentally shape the future of tech. If you believe in taking ownership of your work, making an impact, and having fun along the way, come join us! Global: Be Inclusive. We work together from anywhere to achieve our common goals. Our differences make us stronger. Real: Be Authentic. We are genuine, pricipled and confident without arrogance. Show respect and kindness, especially in tough moments. Unstoppable: Be Relentlessly Resourceful. We work with purpose, obsession and grit. It takes muscle to do hard things and doing hard things builds muscle. Champions: Be Customer Obsessed. We care. Customers are everything, we put them at the center of everything you do. We are all empowered to make an impact. Explorers: Be Curious. We value ideas over hierarchy. Never accept the status quo. We make bold bets, fail, and learn everyday. There is always a way. Own It: Be an owner. We are drivers not passengers and own the quality and outcomes of our work.
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