Sr. Director, Customer Success - Americas

Overview: - Fast-paced startup role as the leader of the Customer Success, Americas team. - Responsible for interfacing with customers across pre and post-sales lifecycle. - Driving customer value realization and overall customer experience. - Acting as a trusted partner and sponsor for critical customers. - Representing Kong culture and values. - Collaborating with cross-functional teams to execute on customer experience vision. Key Responsibilities: - Ownership of Customer Success teams, including hiring, staffing, growth, and day-to-day operations. - Defining, building, and executing playbooks aligned to customer journey solutions. - Regular collaboration with multiple teams to build customer value realization "brand". - Managing escalations without supervision. - Providing technical mentorship to the team. - Presenting executives with data and business cases/justification. - Additional tasks as required by manager. Requirements/Skills/Qualifications: - Leadership with a passion for growing the team. - Ability to handle ambiguity and navigate through it with perseverance. - Technical mindset with knowledge of development environments and API management. - Familiarity with modern software constructs and architectural patterns. - Strong communication and self-awareness skills. - 10+ years of experience in customer-facing roles. - Proven track record of exceeding key business goals. - Preferred experience in Open Source companies. - Ability to travel to customer and Kong locations. Compensation & Benefits: - Base pay range in the US: $210,000 - 240,000. - Competitive and consistent pay across different geographic markets. - Additional rewards, including sales incentives, depending on role and applicable plan. - Benefits may vary by location, typically including healthcare, 401(k) plan, short and long term disability benefits, basic life and AD&D insurance. - Equal opportunity employer.