Senior Technical Customer Success Manager

About the role

You will act as a strategic advisor to our most critical enterprise accounts in Thailand, ensuring their long-term success and maximizing the value they realize from the Kong platform. This role requires you to own the end-to-end customer journey, from initial onboarding through to maturity and expansion, while championing their satisfaction at every touchpoint. You will be the primary internal advocate for the customer, synthesizing their feedback and driving action across product, sales, and engineering teams. Your work will focus on building deep, trusting relationships that position Kong as a true extension of their leadership team. You will leverage data to move beyond tactical support and into proactive strategic guidance. You will identify and drive initiatives that unlock new use cases and demonstrate increasing platform ROI. Ultimately, you will be responsible for ensuring that our key customers see tangible business outcomes from their investment in Kong.

Key facts

What you'll do

Develop and execute strategic account plans for key customers in Thailand, aligning goals with business objectives to drive retention, growth, and advocacy.

Proactively engage with stakeholders to uncover business objectives, operational challenges, and technical requirements that impact their use of the Kong platform.

Act as a trusted advisor, guiding customers through organizational change management initiatives and complex product adoption roadmaps.

Monitor customer health metrics and analyze platform usage data to identify risks, opportunities, and areas for increased value realization.

Collaborate cross-functionally with sales, product management, and technical support teams to resolve complex issues and influence product direction.

Lead effective business reviews, presentations, and workshops with executive stakeholders to communicate progress and strategic alignment.

Contribute insights and best practices to the continuous development of customer success methodologies and playbooks.

Drive exceptional customer experience (CX) through proactive relationship management and timely, high-quality support.

Identify and qualify opportunities for upselling and cross-selling new Kong solutions, working closely with Sales Management to develop strategic growth plans.

Manage and prioritize multiple concurrent customer engagements and projects, demonstrating strong program and portfolio management capabilities.

Provide technical support guidance and manage escalations to ensure issues are resolved efficiently and to the satisfaction of the customer.

Serve as the primary liaison between the customer and Kong's engineering and product teams, ensuring feedback is captured and actioned.

Develop deep expertise in Kong's product suite to enable consultative discussions around architecture, scalability, and performance optimization.

Represent customer success metrics and voice of the customer in internal forums to shape product strategy and competitive positioning.

Requirements

Hold a Bachelor's degree in Business, Computer Science, or a related field as a foundational academic qualification.

Bring proven experience in a customer-facing role, such as Account Management or Customer Success, within a B2B SaaS environment.

Demonstrate demonstrated expertise in Customer Relationship Management (CRM) platforms and a deep understanding of customer engagement methodologies.

Possess strong analytical skills with the ability to perform data analysis and data management to derive actionable insights and inform strategy.

Show excellent business communications skills, both written and verbal, with the ability to articulate complex information clearly and concisely to diverse audiences.

Have experience with Change Management principles and the ability to guide customers through periods of organizational transition and adoption.

Show a strong passion for delivering exceptional Customer Experience (CX) and driving high levels of Customer Satisfaction (CSAT) and retention.

Have familiarity with Product Management concepts and the ability to articulate product value, roadmap implications, and competitive differentiators.

Show proven ability in Program Management and Project Management, with experience managing multiple initiatives, timelines, and stakeholders simultaneously.

Possess an understanding of Sales Management principles and the ability to identify growth opportunities and expand existing relationships.

Have a basic understanding of Technical Support processes and the ability to troubleshoot common technical issues or coordinate effective resolutions.

Be comfortable working in a fast-paced environment where priorities can shift and problem-solving is required on a daily basis.