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Director, Global Scaled CS
Location
North Carolina
Posted
80 days ago
Salary
$250K - $300K / year
Seniority
Lead
Job Description
Director, Global Scaled CS
Kong Inc.
• Lead a Global Team: Directly manage a Manager and a global team of 15 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.
Job Requirements
- 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space.
- 5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment.
- 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.
- A proven track record of building automated customer journeys and utilizing CS platforms (e.g., Gainsight, Totango, ChurnZero) to drive scale.
- Ability to translate complex data sets into actionable retention strategies and accurate financial forecasts.
Benefits
- Healthcare benefits
- 401(k) plan
- Short and long term disability benefits
- Basic life and AD&D insurance
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