P-Staff Customer Success Manager

You will set the standard of what great looks like in our CS organization as a Staff or Senior Customer Success Manager. You will master your craft by focusing on the disciplined execution of the Customer Post-Sales Process, directly driving adoption, expansion, and risk mitigation for strategic accounts. This role is inherently strategic, requiring you to blend deep technical knowledge with an executive mindset to deliver exceptional business value and measurable outcomes for customers. You will own the end-to-end success of your portfolio, acting as a trusted advisor who influences without authority and drives results through structured engagement. You will translate complex platform capabilities into clear value narratives that align with customer business objectives and executive priorities. Ultimately, you will be responsible for ensuring customers realize tangible impact from their investment in Kong while expanding and retaining their business over the long term.

Location: Netherlands

Engagement: Full-time

- Drive strategic customer success by developing comprehensive success plans that cover use cases, roadmaps, and positive business outcomes for each portfolio account.

- Lead value realization initiatives that take customers through a value-based engagement model, ensuring a clear understanding of Kong's impact on their business and quantifiable outcomes.

- Navigate complex customer organizations by building power and influence maps to identify key champions, decision-makers, and latent stakeholders across multiple departments.

- Leverage partner ecosystems strategically to uncover new personas within the customer organization and expand stakeholder alignment around shared objectives.

- Harness data and analytics deeply by utilizing utilization metrics, Leading Indicators, and tools like Tableau, SFDC, Clari, and Hex to monitor health, identify risks, and extract actionable insights.

- Master the message by running impactful QBRs and EBRs, adopting an executive mindset and clearly articulating the value of the Kong platform in strict alignment with the customer's business needs and priorities.

- Command the platform by confidently articulating the unique value of Kong's components, including Dedicated Cloud Gateway, API Gateway, AI Gateway, Mesh Manager, and related capabilities.

- Manage renewals and forecasting processes in close collaboration with the broader account team, validating renewal timelines, surfacing cross-sell opportunities, and maintaining rigorous SFDC hygiene.

- Act as the central point for orchestrating customer health management, identifying early warning signs of risk, and initiating corrective actions before issues escalate.

- Partner with sales and pre-sales teams to shape the narrative for upsells, expansions, and strategic renewals, ensuring alignment between commercial and technical stakeholders.

- Translate customer feedback and market insights into product and enablement inputs, influencing both short-term optimizations and long-term roadmap decisions.

- Build and maintain trusted executive relationships that enable you to challenge现状 and co-create ambitious digital transformation roadmaps with customer leadership.

- Drive adoption of Kong's full feature set by designing and executing training programs, proof-of-concept initiatives, and advanced usage workshops tailored to stakeholder needs.

- Establish and monitor clear success metrics and benchmarks, ensuring continuous visibility into the health and growth of each customer relationship.

- Act as an internal change agent, advocating for customer-centricity across the organization and embedding customer voice in decision-making processes.

- You exhibit grit and determination, demonstrating customer obsession and the resilience to bounce back from setbacks while relentlessly pursuing customer goals and overcoming issues.

- You possess insatiable curiosity, paired with active listening and probing skills, enabling you to ask layered, open-ended questions that uncover root causes and underlying business needs.

- You maintain a deeply team-oriented mindset, thriving in a collaborative environment and prioritizing shared company goals over individual wins.

- You excel at prioritization, managing multiple customers simultaneously while maintaining attention to detail and delivering results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention.

- You bring experience navigating complex enterprise buying committees and influencing stakeholders at all levels, from technical practitioners to executive decision-makers.

- You have a proven track record of managing strategic accounts in a SaaS or API-focused environment, with a strong understanding of subscription-based business models.

- You are highly proficient in data-driven decision-making, comfortable using analytics tools to interpret health metrics and translate insights into action plans.

- You communicate effectively at both technical and executive levels, adjusting your message to suit diverse audiences and objectives.

- You demonstrate strong ownership of renewal and forecasting processes, ensuring accuracy, transparency, and proactive risk management in subscription management.

- You are comfortable operating in a fast-paced, ambiguous environment, making sound decisions with incomplete information while maintaining composure under pressure.

Only if the SOURCE specifies preferred items, there are no explicit Nice to have qualifications listed in the provided SOURCE material.

The engagement is full time, and the position is based in the Netherlands. No specific working hours, travel expectations, visa requirements, or application deadlines are stated in the provided SOURCE.