Customer Success Strategy and Operations Manager, Kong
$130-150k
Offers bonus
Microservice API gateway
Open for applications
Microservice API gateway
501-1000 employees
Open for applications
$130-150k
Offers bonus
501-1000 employees
Company mission
To build the nervous system that will safely and reliably connect all of humankind!
Role
Who you are
- A builder’s mindset, with the ability to configure and evolve systems like Gainsight to support a scaling CS org
- Curiosity and analytical strength, with a knack for uncovering what drives customer health and engagement and turning data into actionable insights
- A passion for efficiency, using automation, AI solutions, and process improvements to eliminate manual work and free up time for impact
- A strong focus on accuracy and data integrity, delivering metrics and reports that teams and executives can rely on
- The ability to collaborate closely with seasoned executives, supporting their strategy while also bringing forward your own insights and ideas to shape it
- Clear communication and a collaborative spirit, making you a trusted partner to all levels of the CS org
- 4+ years of experience in operations, analytics, or strategy roles within SaaS or enterprise software
Desirable
- Autonomy with Tableau reporting and SQL
- Knowledge of AI automation platforms such as N8N
- Experience building or supporting scaled CS programs
What the job involves
- We’re looking for a CS Strategy & Operations Manager to play a pivotal role in scaling our Customer Success organization and shaping how we deliver value to customers
- This is a high-impact, highly visible role where you’ll closely partner with CS leadership, influence strategic and operational decisions, and build the systems and programs that empower our CSMs to do their best work
- Power key Customer Success programs, including supporting the execution of our engagement models, risk management system, forecasting, and the launch of our scaled CS motion
- Build and optimize our Gainsight instance, including health scores, success plans, CTAs, playbooks, and integrations with Salesforce
- Enhance CSM productivity by implementing automations and AI solutions that eliminate manual tasks and create more time for customer engagement
- Own and expand the CS reporting suite in Salesforce and Gainsight, providing clear, real-time insights that guide decision-making across the team and leadership
- Conduct deep-dive analyses on churn drivers, program performance, and customer trends, while delivering timely insights on ad-hoc data requests
- Champion data integrity by improving customer data points, running targeted projects, and ensuring consistent definitions and adoption of CS KPIs
- Be the point of contact for all CS questions related to systems, data, and analytics
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
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 HQ
The East Cut, San Francisco, CA
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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