Director, Global Scaled CS

<p><strong>Are you ready to unlock intelligence?</strong></p> <p>If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.</p> </p> <p><strong>About the Role:</strong></p> <p>Kong is looking for a visionary <strong>Director of Scaled Customer Success</strong> to redefine how we support, retain, and grow our expanding global commercial base. This is not a traditional "hands-on" account management role; we are looking for a digital-first architect who can blend human expertise with cutting-edge automation and AI.</p> <p>You will lead a high-performing global team of <strong>Customer Success Managers (CSMs)</strong> focusing on a "one-to-many" approach that ensures every customer—regardless of size—achieves world-class API connectivity and business value.</p> </p> <p><strong>What You'll Do:</strong></p> <ul> <li> <p><strong>Lead a Global Team:</strong> Directly leading a global team of CSMs (and growing), fostering a culture of technical excellence and proactive customer advocacy within the Commercial segment.</p> </li> <li> <p><strong>Low-Touch Strategy Development:</strong> 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.</p> </li> <li> <p><strong>Scaled Digital Journeys:</strong> 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.</p> </li> <li> <p><strong>AI-Enhanced Customer Experience:</strong> Act as a pioneer in the "new age" of CS. Identify and implement AI-driven tools and workflows to provide a personalized, high-touch feel at a massive scale.</p> </li> <li> <p><strong>Scale-Focused Content Strategy:</strong> Shift the paradigm from manual support to a digital-first resource engine. Lead the creation of automated webinars, interactive documentation, and self-service hubs.</p> </li> <li> <p><strong>Value-to-Utilization Alignment:</strong> Monitor the health of the commercial base to identify and bridge "Value Debt." You will ensure that customer technical utilization directly translates into realized business outcomes to prevent churn.</p> </li> <li> <p><strong>Strategic Forecasting:</strong> Partner closely with the Renewals Manager to develop precise annual and quarterly forecasts, driving higher retention and expansion rates across the scaled segment.</p> </li> </ul> <p><strong>What You'll Bring:</strong></p> <ul> <li> <p><strong>Experience:</strong> 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space.</p> </li> <li> <p><strong>Leadership:</strong> 5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment.</p> </li> <li> <p><strong>Technical Pedigree:</strong> Experience leading a <strong>TAM (Technical Account Manager)</strong> or <strong>Technical CSM</strong> function is highly preferred. You should be comfortable discussing API management, microservices, or cloud infrastructure.</p> </li> <li> <p><strong>The "Digital First" Mindset:</strong> A proven track record of building automated customer journeys and utilizing CS platforms (e.g., Gainsight, Totango, ChurnZero) to drive scale.</p> </li> <li> <p><strong>Data-Driven:</strong> Ability to translate complex data sets into actionable retention strategies and accurate financial forecasts.</p> </li> </ul> <p>#LI-JW1</p> </p> <p><strong>About Kong:</strong> </p> <p>Kong Inc., the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, Kong’s unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit <a href="http://www.konghq.com" rel="nofollow ugc noopener" target="_blank">www.konghq.com</a>.</p></p>