Director, Global Scaled CS

Kong
Raleigh
Workplace: RemoteFull timeUSD 250,000 - 300,000 annuallyFunction: Executive & General ManagementExperience: 10+ yearsSkills: ["Leadership","Communication","Strategic thinking","Data-driven"]

A senior leadership role leading Kong’s global scaling of Customer Success, blending digital-first automation with AI to drive high-value, low-touch experiences for a large, multinational customer base. You’ll manage a global team of CSMs, design scalable onboarding and retention programs, and forecast renewals, while leveraging data to translate usage into business outcomes.

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FursaFursa
Kong
Kong
5 months ago

Director, Global Scaled CS

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Job Summary

A senior leadership role leading Kong’s global scaling of Customer Success, blending digital-first automation with AI to drive high-value, low-touch experiences for a large, multinational customer base. You’ll manage a global team of CSMs, design scalable onboarding and retention programs, and forecast renewals, while leveraging data to translate usage into business outcomes.
Location: Raleigh
Workplace: Remote
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key 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: Identify and implement AI-driven tools and workflows to provide a personalized, high-touch feel at a massive scale.
  • •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.

Pay and Benefits

Salary: USD 250,000 - 300,000 annually
Equity and Bonus:Equity

Key Requirements

  • •10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space.
  • •5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment.
  • •Experience leading a TAM (Technical Account Manager) or Technical CSM function is highly preferred and comfortable discussing API management, microservices, or cloud infrastructure.
  • •Proven track record of building automated customer journeys and utilizing CS platforms (e.g., Gainsight, Totango, ChurnZero) to drive scale.
  • •Ability to translate complex data sets into actionable retention strategies and accurate financial forecasts.
Experience:10+ yearsSaaSInfrastructure
Skills:LeadershipCommunicationStrategic thinkingData-driven
Tech Stack:GainsightTotangoChurnZeroAPI managementMicroservicesCloud infrastructure

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