Staff Customer Success Manager

Kong
France, Paris
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Storytelling","Collaboration","Customer advisory","Independent problem-solving"]

Own post-sales customer success as the primary point of contact for technical, product, and support questions. Lead onboarding by validating needs, timelines, risks, and challenges, then drive adoption through hands-on demonstrations, technical workshops, and regular implementation health checks. Serve as a trusted technical advisor by documenting customer use cases and roadmap, expanding API platform usage, managing escalations, and supporting renewal or expansion efforts.

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FursaFursa
Kong
Kong
6 months ago

Staff Customer Success Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Own post-sales customer success as the primary point of contact for technical, product, and support questions. Lead onboarding by validating needs, timelines, risks, and challenges, then drive adoption through hands-on demonstrations, technical workshops, and regular implementation health checks. Serve as a trusted technical advisor by documenting customer use cases and roadmap, expanding API platform usage, managing escalations, and supporting renewal or expansion efforts.
Location: France, Paris
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Act as the primary post-sales point of contact for technical, product, and support questions.
  • •Engage customers through inbound requests and support onboarding by identifying needs, timelines, risks, and challenges.
  • •Drive adoption and implementation via product demonstrations and technical workshop sessions.
  • •Perform periodic implementation health checks and document customer use cases, architecture, and roadmap.
  • •Manage customer escalations, accounts, and contribute technical input to renewal or expansion discussions.

Key Requirements

  • •Excellent communication skills to clearly articulate complex technical issues and solutions.
  • •Practical knowledge of APIs and microservices architectures.
  • •Previous experience with Kubernetes and cloud technologies (AWS, GCP, Azure).
  • •Ability to use data to tell the story of business value realized through Kong products.
  • •Experience managing multiple projects at a time with strong attention to detail and delivery across initiatives like expansion, customer satisfaction, feature adoption, and retention.
Experience:APIsMicroservicesCloud technologiesKubernetesCustomer success
Skills:CommunicationStorytellingCollaborationCustomer advisoryIndependent problem-solving
Tech Stack:APIsMicroservicesKubernetesAWSGCPAzure

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