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](https://himalayas.app/companies/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](https://himalayas.app/companies/kong): [Kong](https://himalayas.app/companies/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](https://himalayas.app/companies/kong)'s unified API and AI platform, [Kong](https://himalayas.app/companies/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](https://himalayas.app)