Senior Technical Customer Success Manager - Thailand

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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:

As a Senior Customer Success Manager at Kong, you will be a strategic partner for our key customers, ensuring their long-term success and maximizing the value they derive from our solutions. You will champion customer satisfaction, drive product adoption, and foster strong, enduring relationships.

What You’ll Be Doing: * Develop and execute strategic account plans to drive customer retention, growth, and advocacy. * Proactively engage with customers to understand their business objectives, challenges, and technical requirements. * Act as a trusted advisor, guiding customers through change management initiatives and product adoption processes. * Monitor customer health, analyze usage data, and identify opportunities for process improvements and increased value realization. * Collaborate cross-functionally with sales, product, and technical support teams to address customer needs and resolve complex issues. * Leverage strong business communication skills to conduct effective presentations, workshops, and business reviews with executive stakeholders. * Contribute to the ongoing development and refinement of customer success strategies and best practices. * Drive customer satisfaction through exceptional customer experience (CX) and proactive relationship management. * Identify opportunities for upselling and cross-selling, working closely with the Sales Management team. * Manage and prioritize multiple customer engagements and projects concurrently, demonstrating strong program and project management capabilities. * Provide technical support guidance and escalation management when necessary, ensuring timely resolution.

What You’ll Bring: * Bachelor's degree in Business, Computer Science, or a related field. * Proven experience in a customer-facing role, such as Account Management or Customer Success, preferably within a B2B SaaS environment. * Demonstrated expertise in Customer Relationship Management (CRM) and a deep understanding of customer engagement methodologies. * Strong analytical skills with the ability to perform Data Analysis and Data Management to derive actionable insights. * Excellent Business Communications skills, both written and verbal, with the ability to articulate complex information clearly and concisely. * Experience with Change Management principles and guiding customers through transitions. * A strong passion for delivering exceptional Customer Experience (CX) and driving Customer Satisfaction. * Familiarity with Product Management concepts and the ability to articulate product value. * Proven ability in Program Management and Project Management, with experience managing multiple initiatives simultaneously. * Understanding of Sales Management principles and the ability to identify growth opportunities. * Basic understanding of Technical Support processes and ability to troubleshoot common issues.

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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 http://www.konghq.com.