Customer Assurance Manager

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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:

The Customer Assurance Manager is a product-aligned Subject Matter Expert (SME) responsible for customer assurance, audit readiness, and security and compliance enablement for one or two assigned Kong products. This role partners closely with Sales, Engineering/SRE, Compliance, Security, and Product teams to ensure accurate customer responses, strong audit preparedness, and consistent implementation of security and compliance best practices across Kong’s product portfolio.

This is a high-impact role supporting customer trust, audits, and revenue enablement. The Senior Analyst operates independently, collaborates across product SMEs, and contributes to building a scalable, agile, and resilient Customer Assurance function.

Key Responsibilities:

• Act as a designated SME for one or two Kong products.

• Maintain a deep understanding of product architecture, deployment models, data flows, and security controls.

• Support all customer assurance requests for assigned products, including security questionnaires, due diligence reviews, customer security inquiries.

• Attend customer calls as needed to explain Kong’s security posture, data handling, and compliance practices.

• For customer requests involving two or more Kong products, collaborate with other product SMEs to deliver coordinated, consistent and high-quality responses.

• Ensure responses are technically accurate, customer-friendly, and aligned with Kong’s approved messaging.

• Cater to audit evidence requirements for assigned products.

• Work closely with the Compliance Program Manager to ensure ongoing audit readiness, support external audits and certifications such as ISO 27001 and SOC 2 Type II

• Validate that product-specific controls are documented, understood, and supported with appropriate evidence.

• Assist in identifying and addressing gaps that could impact audit outcomes.

• Participate in cross-training initiatives to build working knowledge of additional Kong products.

• Foster strong cross-product and cross-functional collaboration within Customer Assurance and partner teams.

• Enable smoother handoffs and collaboration by standardizing assurance practices across products.

• Contribute to the implementation of security and compliance best practices across Kong’s product suite.

• Identify opportunities to improve efficiency, consistency, and scalability of assurance workflows.

Required Qualifications:

• Bachelor’s degree in Information Security, Computer Science, or a related field, or equivalent practical experience

• 8+ years of experience in Customer Assurance, Security Compliance, GRC, or Trust roles

• Prior experience acting as a product or domain SME in a SaaS or cloud environment

• Hands-on experience supporting customer security questionnaires and audit activities

• Working knowledge of security and compliance frameworks such as ISO 27001, SOC 2 Type II

• Understanding of security controls in SaaS, hybrid, and self-hosted product models

• Ability to engage effectively with Engineering and SRE teams on securi