Senior Director of Customer Success, Kong
Americas
$210-240k
Microservice API gateway
Be an early applicant
Microservice API gateway
501-1000 employees
Be an early applicant
$210-240k
501-1000 employees
Company mission
To build the nervous system that will safely and reliably connect all of humankind!
Role
Who you are
- Above all - a leader who loves growing their team
- You know how to deal with ambiguity and the ability to navigate through it with perseverance, driving positive energy and point of view
- Technical mindset with the aptitude to learn about development environments and API management domain
- Familiarity with modern software constructs and architectural patterns and how to discuss them with humans - but know your limits and hand off to the team when necessary
- Self awareness and strong communication skills are a must
- Operate with the utmost transparency and authenticity both internally and externally
- 10+ years of experience in customer-facing roles required
- Proven track record of exceeding key business goals including bookings, revenue, margin, NDR and similar
- Prior experience in Open Source companies is highly preferred
- Ability to travel to customer and Kong locations as-needed (post COVID)
What the job involves
- You will be working at a fast-paced startup as the leader of the Customer Success, Americas team, reporting to the Chief Customer Officer
- This organization has roles that are responsible for interfacing with our customers across the pre and post-sales lifecycle, and you will be responsible for driving customer value realization and overall customer experience
- Our Customer Success teams are looking to lead the way in the industry and shape how companies in our space engage with customers for the next 20 years
- As the leader of the team, you will act as a trusted partner and sponsor for our largest and most critical customers
- Ensuring all successful day-to-day operations for the Customer Success Organization
- In this role, you will have the opportunity to interface with everyone in the customer environment from Developers to Executives, and represent Kong culture and values everyday
- You will also be collaborating to ensure the cross-functional Customer Experience teams execute on this vision
- This is one of the most interesting roles in the industry combining technical and customer success skills, and we are trying to do things differently
- Your existing playbook and experience will be useful but expect the need to innovate and be creative in how we address everything from titles to billable project structure
- Above all, you’ll be acting as a stellar leader and mentor for the rest of Kong
- Own Customer Success teams including hiring, staffing, growth and day-to-day operations
- A proven track record with fast-growing organizations, using data to drive initiatives and decision-making processes
- Define, build, and execute playbooks aligned to effective solutions for the customer journey
- Collaborate and partner with multiple teams regularly (Sales, Product, Marketing, Professional Services, Support, etc) helping to build customer value realization “brand” across our entire organization
- You will be measured on driving adoption, NDR, customer renewals, and expansion
- Manage escalations without supervision
- Act as a technical mentor for the team, while this is a managerial role you should have some relevant insight and experience to provide the team with authentic mentorship
- Understand how to effectively present executives (internal and external) with data and business cases/justification
- And any additional tasks required by manager
Our take
Kong provides a cutting-edge API and service lifecycle management platform tailored for modern architectures, such as microservices, containers, cloud, and serverless environments. With a focus on flexibility, scalability, speed, and performance, Kong allows developers and Global 5000 enterprises to securely connect and orchestrate microservice APIs for today's sophisticated applications.
The core products offered by Kong include Kong, an open-source API and Microservices management solution Galileo, a platform for API analytics and debugging; Gelato, a platform for creating developed portals for PIs and Microservices; and API Marketplace, a hub for discovering and publishing cloud APIs. Additionally, the recent introduction of a new collection of AI plug-ins in Kong Gateway 3.6 enhances the platform's capabilities further, reinforcing its commitment to innovation and advancement.
In pursuit of growth, the company is prioritizing expanding its marketing efforts, bolstering its customer service team, and accelerating product development. By focusing on these key areas, Kong aims to continue providing unparalleled solutions and support to its ever-expanding user base in the rapidly evolving landscape of modern application development.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
23% female employees
2% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2024
$175m
SERIES E
Feb 2021
$100m
SERIES D
Total funding: $344.1m
Company benefits
- Flexible time off: Take time to take care of yourself and the things that matter most
- Stock options: We want you to share in our success. That's why stock options are offered to most Kongers
- U-First Fridays: Get 4 hours a month for continuous learning with a book, podcast, or course of your choice
- Virtual events: Stay connected with Donut chats, trivia, fitness challenges, guided meditations, and more
- Dedicated unplug days: Silence those notifications. Enjoy some well-deserved long weekend where the entire team unplugs
- Home office stipend: Build a home office environment tailored to support your productivity
Company values
- Global: Be inclusive. We work together from anywhere to achieve our common goals. Our differences make us stronger
- Real: Be authentic. We are genuine, principled and confident without arrogance. Show respect and kindness, especially in tough moments
- Unstoppable: Be relentlessly resourceful. We work with purpose, obsession and grit. It takes muscle to do hard things and doing hard things build muscle
- Champions: Be customer obsessed. We care. Customers are everything, we put them at the center of everything you do. We are all empowered to make an impact
- Explorers: Be curious. We value ideas over hierarchy. Never accept the status quo. We make bold bets, fail, and learn everyday. There is always a way
- Own it: Be an owner. We are drivers not passengers and own the quality and outcomes of our work
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Augusto Marietti
(CEO)Previously founded Mashape API Marketplace. Before Mashape, Augusto was an SF homeless immigrant from Italy.
Janet Phillips
(Vice President of People)Previously Director at SonicWALL for 5 years and Senior Director at Symantec for 7 years.
Marco Palladino
(CTO)Previously co-founded MemboxX, an online service for storing documents and small pieces of personal data.
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