Director, Global Scaled CS

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Salary

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401(k) match

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Market context

U.S. role benchmark (BLS OEWS)

$93,011 U.S. median for this role

Projected growth (BLS Employment Projections)

+5.1% - Faster than average

Matched to SOC 13-1161 - Marketing aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

Shift type

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Weekend work

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Application

Cover letter

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Assessment

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Deadline

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Where they hire

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About this role

Director, Global Scaled CS Remote - North Carolina, Raleigh, North Carolina, United States 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 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

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