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Why this grade This listing scored 39/100, which is an F. It lost the most ground on pay transparency. See the breakdown
- Description depth 20 / 20 How much the posting actually says about the work, measured in characters of real text.
- Pay transparency 12 / 25 A published salary range, worth more than any other single factor because it is what a candidate cannot find out without applying.
- Remote clarity 8 / 15 Whether "remote" means anywhere, or is quietly restricted to one country.
- Corroboration 5 / 10 Whether more than one source carries this listing.
- Freshness 4 / 15 How recently it was posted. Older postings are likelier to be filled or abandoned.
- Role specificity 0 / 10 Whether the listing is tagged well enough to tell what the role actually is.
-10 Ghost-job penalty — Deducted for signals that this posting may not be a real, currently-open role — staleness, repeated relisting, or talent-pool language.
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About the Role:
Kong is looking for a visionary Director of Scaled Customer Success 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.
You will lead a high-performing global team of Customer Success Managers (CSMs) focusing on a "one-to-many" approach that ensures every customer—regardless of size—achieves world-class API connectivity and business value.
What you'll do:
Lead a Global Team: Directly leading a global team of CSMs (and growing), fostering a culture of technical excellence and proactive customer advocacy within the Commercial segment.
Low-Touch Strategy Development: 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.
Scaled Digital Journeys: 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.
AI-Enhanced Customer Experience: 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.
Scale-Focused Content Strategy: Shift the paradigm from manual support to a digital-first resource engine. Lead the creation of automated webinars, interactive documentation, and self-service hubs.
Value-to-Utilization Alignment: 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.
Strategic Forecasting: Partner closely with the Renewals Manager to develop precise annual and quarterly forecasts, driving higher retention and expansion rates across the scaled segment.
What you'll bring:
Experience: 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space.
Leadership: 5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment.
Technical Pedigree: Experience leading a TAM (Technical Account Manager) or Technical CSM function is highly preferred. You should be comfortable discussing API management, microservices, or cloud infrastructure.
The "Digital First" Mindset: A proven track record of building automated customer journeys and utilizing CS platforms (e.g., Gainsight, Totango, ChurnZero) to drive scale.
Data-Driven: Ability to translate complex data sets into actionable retention strategies and accurate financial forecasts.
About Kong:
Kong Inc., a leading developer of API and AI connectivity technologies, is building the infrastructure that powers the agentic era. Trusted by the Fortune 500 and startups alike, Kong's unified API and AI platform, Kong Konnect, enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI models. For more information, visit .
Compensation Range: $250K - $300K
Originally posted on Himalayas
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Where this listing came from
- 02 Aug 2026 Himalayas first sighting
Seen on 1 board over 0 days.