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Why this grade This listing scored 51/100, which is a D. 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.
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- Pay transparency 0 / 25 A published salary range, worth more than any other single factor because it is what a candidate cannot find out without applying.
Every figure above is arithmetic over the posting itself — its salary field, its text, its age, its tags and how many sources carry it. How the grades work →
This listing does not state a salary
$75k – $121k
That is the middle half of what comparable roles paid on this board over the last 90 days — 64 listings that did publish a figure, median $103k. It is not this employer's offer, and we have no idea what they pay. It is only what the rest of the market advertised.
Full-Time Director Customer Support & Success
Are you ready to unlock intelligence?
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.
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:
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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.
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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.
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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.
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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.
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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.
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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.
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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:
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Experience: 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space.
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Leadership: 5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment.
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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.
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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.
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Data-Driven: Ability to translate complex data sets into actionable retention strategies and accurate financial forecasts.
#LI-JW1
About Kong:
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 www.konghq.com.
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Where this listing came from
- 20 Sep 2026 Jobicy first sighting
Seen on 1 board over 0 days.