Customer Experience Strategy and Operations Manager

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.

About the role:
We’re looking for a CS Strategy & Operations Manager to play a pivotal role in scaling our Customer Success organization and shaping how we deliver value to customers. This is a high-impact, highly visible role where you’ll closely partner with CS leadership, influence strategic and operational decisions, and build the systems and programs that empower our CSMs to do their best work.
If you enjoy solving complex problems, building scalable systems, and making a measurable impact on both the business and the customer experience, this is your opportunity to help shape and grow a thriving Customer Success organization.

What you’ll be doing:

• Power key Customer Success programs, including supporting the execution of our engagement models, risk management system, forecasting, and the launch of our scaled CS motion.

• Build and optimize our Gainsight instance, including health scores, success plans, CTAs, playbooks, and integrations with Salesforce.

• Enhance CSM productivity by implementing automations and AI solutions that eliminate manual tasks and create more time for customer engagement.

• Own and expand the CS reporting suite in Salesforce and Gainsight, providing clear, real-time insights that guide decision-making across the team and leadership.

• Conduct deep-dive analyses on churn drivers, program performance, and customer trends, while delivering timely insights on ad-hoc data requests.

• Champion data integrity by improving customer data points, running targeted projects, and ensuring consistent definitions and adoption of CS KPIs.

• Be the point of contact for all CS questions related to systems, data, and analytics.

What you’ll bring:

• A builder’s mindset, with the ability to configure and evolve systems like Gainsight to support a scaling CS org.

• Curiosity and analytical strength, with a knack for uncovering what drives customer health and engagement and turning data into actionable insights.

• A passion for efficiency, using automation, AI solutions, and process improvements to eliminate manual work and free up time for impact.

• A strong focus on accuracy and data integrity, delivering metrics and reports that teams and executives can rely on.

• The ability to collaborate closely with seasoned executives, supporting their strategy while also bringing forward your own insights and ideas to shape it.

• Clear communication and a collaborative spirit, making you a trusted partner to all levels of the CS org.

• 4+ years of experience in operations, analytics, or strategy roles within SaaS or enterprise software.

Nice to haves:

• Autonomy with Tableau reporting and SQL

• Knowledge of AI automation platforms such as N8N

• Experience building or supporting scaled CS programs

#LI-BR1

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 www.konghq.com or follow us on X @thekonginc.