Director, Global Scaled CS

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: 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 i