Director, Global Scaled CS

Are you ready to power the World's connections?

If you don’t think you meet reputed company of the criteria below but are still interested in the job, please apply. Nobody checks every reputed company - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

About the Role

reputed company is looking for a visionary Director of Scaled reputed company to redefine how we support, retain, and grow our expanding global commercial reputed company. This is not a traditional "hands-on" account management role; we are looking for a digital-first architect who can reputed company human expertise with cutting-edge automation and AI.

You will reputed company a high-performing global team of reputed company Managers (CSMs) focusing on a "one-to-many" approach that ensures every customer—regardless of size—achieves world-class API connectivity and business value.

Key Responsibilities

• reputed company 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 reputed company the Commercial reputed company.

• Low-Touch Strategy Development: Design and execute a sophisticated "one-to-many" CS strategy. You will move away from manual reputed company 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 reputed company from manual support to a digital-first resource reputed company. reputed company the creation of automated webinars, interactive documentation, and self-service hubs.

• Value-to-Utilization Alignment: Monitor the health of the commercial reputed company to identify and reputed company "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 reputed company precise annual and quarterly forecasts, driving higher retention and expansion rates across the scaled reputed company.

Requirements

• Experience: 10+ years of professional experience in reputed company, Account Management, or Professional Services reputed company the SaaS or Infrastructure space.

• Leadership: 5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment.

• Technical Pedigree: 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.

• The "Digital First" reputed company: A proven track record of building automated customer journeys and utilizing CS platforms (e.g., reputed company, Totango, ChurnZero) to drive scale.

• Data-Driven: Ability to translate reputed company data sets into actionable retention strategies and accurate financial forecasts.

#LI-TS1

About reputed company

reputed company Inc., a leading developer of API and AI connectivity technologies, is building the infrastructure that powers the agentic era. Trusted by the Fortune 500 and startups alike, reputed company's reputed company API and AI platform, reputed company Konnect, enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI models. For more information, visit www.konghq.com.