Senior Customer Success Manager

Kong
Dubai
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Customer obsession","Resilience","Active listening","Curiosity","Prioritization","Teamwork"]

Own the disciplined post-sales customer success process to drive adoption, expansion, and risk mitigation. Build value realization through success plans, QBRs/EBRs, and executive-level messaging tied to customer business outcomes. Manage complex stakeholders, leverage partner ecosystems, and use utilization/leading indicators and tools like Tableau, SFDC, Clari, and Hex to monitor health and surface risks. Collaborate on renewals, forecasting, and cross-sell opportunities while maintaining strong CRM hygiene.

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FursaFursa
Kong
Kong
13 hours ago

Senior Customer Success Manager

âś“ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own the disciplined post-sales customer success process to drive adoption, expansion, and risk mitigation. Build value realization through success plans, QBRs/EBRs, and executive-level messaging tied to customer business outcomes. Manage complex stakeholders, leverage partner ecosystems, and use utilization/leading indicators and tools like Tableau, SFDC, Clari, and Hex to monitor health and surface risks. Collaborate on renewals, forecasting, and cross-sell opportunities while maintaining strong CRM hygiene.
Location: Dubai
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Develop comprehensive customer success plans covering use cases, roadmaps, and positive business outcomes.
  • •Run value-based engagements to clarify Kong’s business impact and drive customer value realization.
  • •Map complex customer organizations by identifying key champions and decision-makers.
  • •Use utilization metrics and leading indicators to monitor health, identify risks, and derive actionable insights.
  • •Manage renewals and forecasting in coordination with the broader account team, including cross-sell opportunities and SFDC hygiene.

Key Requirements

  • •Customer obsession and resilience to pursue customer goals and overcome issues.
  • •Curiosity with active listening and probing questions to uncover root causes.
  • •Team-oriented mindset with a collaborative approach to shared company goals.
  • •Experience managing multiple customers at a time while delivering results across initiatives like adoption, expansion, satisfaction, and retention.
Skills:Customer obsessionResilienceActive listeningCuriosityPrioritizationTeamwork
Tech Stack:TableauSFDCSalesforceClariHex

Company Brief

Kong
Provides a cloud-native API and service connectivity platform (Kong Gateway, Konnect, Kuma, Insomnia) that secures, manages, and observes APIs and microservices for enterprises across cloud and hybrid environments.
Industry: API Platforms
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2017
Glassdoor
Glassdoor: 3.9
WebsiteLinkedInGlassdoor