This role is for a digital-first architect who can blend human expertise with cutting-edge automation and AI to redefine how Kong supports, retains, and grows its global commercial base
Job Summary
This role is for a digital-first architect who can blend human expertise with cutting-edge automation and AI to redefine how Kong supports, retains, and grows its global commercial base.
You will lead a global team of Customer Success Managers focusing on a 'one-to-many' approach, building end-to-end digital customer lifecycles and automating onboarding and adoption paths.
The position requires identifying and implementing AI-driven tools and workflows to provide a personalized, high-touch feel at a massive scale, shifting from manual support to a digital-first resource engine.
Matching Summary
This role is for a digital-first architect who can blend human expertise with cutting-edge automation and AI to redefine how Kong supports, retains, and grows its global commercial base.
Skills & Requirements
Must-have
digital-first architect
one-to-many CS strategy
AI-driven tools and workflows
scale-focused content strategy
value-to-utilization alignment
API management, microservices, cloud infrastructure
Nice-to-have
proactive customer advocacy
technical excellence
human expertise with automation
pioneer in the new age of CS
Key Requirements
10+ years of professional experience
5+ years of experience leading teams
Experience leading TAM or Technical CSM function
Proven track record building automated customer journeys