Role Description As the Senior Manager, Success Desk, you will lead Camunda’s pooled Scaled Customer Success function for Advanced and Essentials customers. You will own the engagement model, playbooks, and programs that ensure customers receive expert, timely, and repeatable guidance through our Success Desk and 1:many motions—driving time to value, product adoption, GRR, NRR, and a low-effort, high-satisfaction experience at scale. You’ll combine people leadership, operational rigor, and data-driven decision making to build an industry-leading scaled success function that is both customer-centric and efficient. - Lead and grow the Success Desk team delivering pooled Customer Success coverage for Advanced and Essentials customers, fostering a culture of ownership, collaboration, and measurable outcomes. - Define, evolve, and operationalize the engagement model - reactive, proactive, and pre-emptive - for Success Desk, including playbooks, processes, and eligibility rules across key lifecycle stages. - Design and run scalable programs (Success Requests, lifecycle campaigns, 1:many sessions, office hours, webinars, and playbook-driven engagements) that increase adoption, accelerate time to value, and reduce customer effort. - Own key performance metrics for the Success Desk function, including GRR, NRR influence, renewal rate for the scaled segment, product adoption, time to value, customer health, CSAT (e.g., Success Request CSAT), on-time responses/SLAs, and 1:many engagement performance. - Own the commercial success of Advanced and Essentials customers, including escalation and risk management, forecasting and pipeline visibility, and partnering with Renewals and Sales on commercial strategies for this segment. - Embed data-driven decision making by using telemetry, health scores, product usage, and program analytics to prioritize work, refine playbooks, and identify risks and opportunities at scale. - Partner cross-functionally with Customer Success, Renewals, Sales, Support, Consulting, Product, Operations, Data/Analytics, and Marketing to align on customer journeys, renewal strategies, and program impacts for scaled segments. - Collaborate with CS Enablement and Systems teams to ensure the Success Desk has the right training, tools, workflows, and content to deliver consistent, high-quality engagements and to drive internal adoption of scaled motions. - Continuously improve operational scalability and standardization, simplifying processes, removing friction, and documenting best practices so the team can handle increasing volume without sacrificing quality. Qualifications - Ability and/or willingness to use our product. - Experienced Customer Success leader with a strong track record in scaled/digital programs and pooled coverage models. - 5+ years of proven people leadership experience (people manager) in Customer Success or a closely related post-sales function. - 5+ years of experience building and scaling pooled Success models in B2B SaaS. - Strong operational scalability & standardization mindset. - Clear strength in collaboration and relationship management. - Advanced data analysis & interpretation skills. - Solid project/program management skills. - Demonstrated strategic thinking and decision making. Requirements - Background in Scaled Customer Success, Customer Experience, or Customer Marketing. - Familiarity with CS and analytics tooling (e.g., Salesforce, Gainsight or similar CS platforms). - Experience collaborating closely with Renewals on scaled or pooled renewal motions. - Prior experience in process orchestration, automation, or adjacent enterprise software domains. Benefits - Competitive, fair, and transparent compensation. - Equity through our Virtual Stock Option Plan (VSOP). - Remote & Flexible work arrangements. - In Person Connection opportunities through Annual Kickoff and team offsites. - Access to locally tailored healthcare and global mental wellbeing resources. - Retirement and pension plans, plus life and disability insurance. - Up to $/€/£1,000 per year for self-driven learning.

• Manage projects end-to-end after a deal is closed, ensuring smooth execution from quote to delivery • Coordinate with Sales, Design, Engineering, and Operations to keep projects moving on time • Generate or retrieve quotes and ensure alignment between customer requirements, design, and production • Prioritize multiple projects based on urgency and business impact • Track milestones and proactively identify risks, delays, or blockers • Act as the main point of contact for customers post-sale • Provide clear and timely updates on project status • Manage expectations and handle inquiries or issues professionally • Escalate complex situations internally to ensure resolution • Maintain accurate project data in internal systems (CRM, trackers, etc.) • Identify workflow inefficiencies and contribute to process improvements

• Support ongoing account needs related to day-to-day K12 Tutoring program planning, implementation, and growth. • Ensure accounts have all their needs met as part of standard operating procedures, implementation, onboarding, launch, training, troubleshooting, skill building, adoption, and consultative services aligned to industry best practices and national standards. • Function as portfolio’s key point of contact for account planning, implementation, and support • Offer superior customer experience proactively addressing ongoing training and support needs in collaboration with other K12 Tutoring team members. • Coordinate resources to ensure customers experience seamless service delivery from marketing/enrollment, operations, tutor operations, support, billing, training, professional development, etc. • Provide regular updates to partners on the progress of K12 Tutoring support, services, platform enhancements and updates, timelines, operations, and campaigns • Develop and maintain an understanding of customer needs, contract terms and conditions, and account requirements • Responsible for providing ongoing training and education about products and services for assigned customer portfolio • Monitor program outcomes providing consultative recommendations with Business Development and other K12Tutoring team members as appropriate • Collaborate closely with cross functional teams including sales, enablement, tutor operations, and other K12 Tutoring team members to ensure customer satisfaction • Escalate technical issues and determines the best resources for remediation

Role Description Are you ready to power the World's connections? 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. You will be working at a dynamic and fast-paced start-up as a member of the Customer Experience (CX) team. You will be enabling Customers to leverage APIs and microservices to drive their business initiatives in one of the most exciting and innovative technology domains in the industry. This team is responsible for interfacing with our customers throughout their lifecycle helping them realize the value of their Kong investment. As a member of the CX team you will act as a champion for our most critical asset, our customers. You will be working with a portfolio of customers seeking to identify growth opportunities and ensuring they have what they need to be successful. In this role you will work alongside the US and LATAM sales teams and will have the opportunity to build a large portfolio of Customers. This is an incredibly exciting and challenging role at the forefront of technology, requiring someone with very strong organizational and communication skills. You will not only be building strong relationships with key customers, you will be pioneering the approach to managing customers by leveraging self-service technology and re-usable assets to maximize the value Kong can provide. Working at Kong presents a unique opportunity to help to modernize enterprise software and learn about how businesses run in the digital age. Above all you’ll be acting as a stellar teammate for the rest of Kong. Please note this is a contract position. Qualifications - Have a builder’s mentality, seeking to find solutions to complex problems that will make life better for our customers and Kong - Manage a portfolio of commercial customers, looking for patterns that can be addressed through an automated approach using the latest customer engagement techniques - Have passion and determination about our technology and our customers - Be a self-starter with strong organizational skills to drive effective customer outcomes - Have a good understanding of complex technology environments - Have great self-awareness and strong communication skills (Portuguese and English are required, and Spanish is preferred) - Ideally have prior experience of a similar role within SaaS, Open Source and/or Infrastructure software companies - Have a solid understanding of Cloud Native and the technologies that make it work (Containerization, Kubernetes, Microservices) as well as a foundational understanding of APIM - Finally, understands the value of DevOps, CI/CD and Cloud Computing IaaS Requirements - Coaching our customers throughout their lifecycle while working collaboratively with the rest of the Customer Experience teams to ensure customer outcomes - Defining what ‘good’ looks like in terms of adoption plans, post-sales engagement, what is recommended and why - Working with Sales and Product teams to ensure our customers are getting the most out of the solution - Helping innovate our tooling and processes to make you and your team more efficient - Working on innovative and cutting-edge customer projects - Learning our products and technologies, taking that knowledge and applying it to real-world usage - Collaborating with other peers, business partners and groups. Representing not only yourself and the rest of your team but all of Kong and other exciting tasks you may identify to grow our company Company Description 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's unified API and AI platform, Kong Konnect, enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI models. For more information, visit www.konghq.com .