Director, Customer Success

2 days ago

Albany, New York, United States Kong Full time $120,000 - $180,000 per year

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.

As the Director of Customer Success Management (CSM) for AMER East, you will be a critical, hands-on leader responsible for the health, growth, and retention of our entire customer portfolio across Strategic, Enterprise, and Commercial segments. You will be responsible for building and coaching a high-performing team of technical CSMs focused on accelerating platform adoption and proving the quantifiable business value of Kong's solutions.

As a Director, Customer Success you will:

1. Team Leadership & Talent Development

  • Build and Lead: Recruit, hire, and coach a world-class team of Technical CSMs capable of engaging customers on API strategy, cloud migration, and complex integration patterns.

  • Performance Management: Manage team performance, provide continuous coaching, and ensure high quality across all CSM deliverables (Success Plans, QBRs, BVRs).

  • Mentorship: Actively develop the team's ability to engage with C-suite and VP-level technical leaders to drive strategic alignment.

2. Account Health & Risk Mitigation

  • Portfolio Management: Own the overall AMER East book of business, ensuring all customers are progressing through their adoption journey and realizing measurable business value from Kong.

  • Risk Mitigation: Implement and enforce standardized risk management processes and playbooks, ensuring the team can identify and mitigate churn risk early—especially in the critical post-onboarding/adoption phases.

  • Executive Visibility: Maintain a clear, objective view of the portfolio's health score distribution and proactively brief leadership on major risks and mitigation efforts.

3. Revenue Partnership & Growth

  • Renewal Ownership: Partner directly with Sales leadership (AEs/RSDs) to manage the renewal forecast, driving strategy on all high-value and at-risk renewals.

  • Expansion Plays: Align the CSM team to actively identify and qualify expansion signals (consumption overages, new use cases, product adoption gaps) to contribute directly to Net Revenue Retention (NRR).

  • GTM Alignment: Serve as the primary CS liaison for AMER East Sales leadership, ensuring seamless customer handoffs and clear segmentation rules across all tiers.

4. Cross-Functional Influence & Voice of Customer (VoC)

  • Product Feedback Loop: Partner closely with Product and Engineering to represent the Voice of the Customer (VoC), ensuring critical feature needs and pain points are integrated into the product roadmap.

  • Service Alignment: Collaborate with Professional Services (PS) leadership to ensure seamless scoping, handoffs, and resource allocation to support complex customer implementations.

About Kong:

Kong Inc., a leading developer of cloud API technologies, is on a mission to enable companies around the world to become "API-first" and securely accelerate AI adoption. Kong helps organizations globally — from startups to Fortune 500 enterprises — unleash developer productivity, build securely, and accelerate time to market. For more information about Kong, please visit or follow us on X @thekonginc.

  • Director, Customer Success

    45 minutes ago

    Albany, New York, United States Kong Inc. Full time $250,000 - $300,000 per year

    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.As the Director of Customer Success Management (CSM) for...

  • Executive Director- Analytics and Data Science

    2 days ago

    Albany, New York, United States Excelsior University Full time $110,000 - $120,000 per year

    The Executive Director, Analytics and Data Science, is a senior leader within Excelsior University's Office of Analytics and Data Science (ADS), reporting to the Chief Analytics Officer. This position oversees analytics initiatives supporting both Academic Affairs and Transformative Partnerships—leading a team of three data scientists and analysts to...

  • Project Director

    2 days ago

    Albany, New York, United States State of New York - Information Technology Services, Office of Full time $120,000 - $180,000 per year

    The duties that the incumbent of the vacancy will be expected to perform. Duties Description ITS provides operational support to state agencies on a 24x7x365 basis; some positions may be required to provide this critical service at any time.Under the direction of Deputy Commissioner for Technology, SG-NS, the Project Director, SG-NS, within the Office of...

  • Director of Development

    13 hours ago

    Albany, New York, United States ALBANY JEWISH COMMUNITY CENTER INC Full time $68,000 - $73,000

    Job Details Job Location:    Albany, NY Position Type:    Full Time Education Level:    4 Year Degree Salary Range:    $ $ Salary/year Travel Percentage:    None DescriptionJob Purpose:- The Director of Development at Albany Jewish Community Center Inc is responsible for leading and managing the organization's fundraising and development...

  • Executive Director

    2 days ago

    Albany, New York, United States Wild Bear Nature Center Full time $120,000 - $240,000 per year

    Wild Bear Nature Center seeks avisionary executive leaderto guide our transformation from beloved grassroots organization to professionally managed regional destination for environmental education. Following a recent fire that destroyed our interim facility, Wild Bear has renewed focus: complete our $15+ million net-zero nature center and launch operations...

  • Sr. Director Infrastructure

    2 weeks ago

    Albany, New York, United States Excelsior University Full time $120,000 - $135,000 per year

    Excelsior University is seeking a visionary and results-driven Senior Director of Infrastructure & Operations to lead and transform the university's technology foundation during a period of growth and expansion. This executive-level leader will provide strategic direction and oversight for all infrastructure and operations services, including network and...

  • Director Strategic Planning and Management

    3 days ago

    Albany, New York, United States State of New York - Motor Vehicles, Department of Full time

    The duties that the incumbent of the vacancy will be expected to perform. Duties Description The Director of Strategic Planning and Innovation, M-6, will provide overall leadership and guidance to the agency in matters related to strategic planning, business process reengineering, data research and statistics, project management, portfolio governance, and...

  • Director Strategic Planning and Management

    12 hours ago

    Albany, New York, United States New York State Department of Motor Vehicles Full time

    DescriptionDuties DescriptionThe Director of Strategic Planning and Innovation, M-6, will provide overall leadership and guidance to the agency in matters related to strategic planning, business process reengineering, data research and statistics, project management, portfolio governance, and information security. The incumbent will perform management...

  • Customer Relations Specialist

    3 days ago

    Albany, New York, United States Strive Events Full time $40,000 - $60,000 per year

    Position Title: Customer Relations SpecialistLocation:Albany, NYJob Type:Full-Time (On-site)About UsStrive Events is known across NY for delivering outstanding products and exceptional customer service on behalf of our clients. We take pride in creating a positive, high-energy work environment where team members are supported and rewarded for their success....

  • Regional Administrative Director- Oncology- Albany/Syracuse

    2 weeks ago

    Albany, New York, United States St. Peter's Health Partners Full time $66,750 - $100,150 per year

    Employment TypeFull timeShiftDay ShiftDescriptionTrinity Health New York (THNY) is seeking an experienced and dynamic Oncology service line administrator to lead and drive system collaboration on growth, program development, regional capital planning, and partnerships across St. Joseph's Health and St. Peter's Health Partners. The Administrative Director...