Customer Success Engineering Manager

Summary

Join Redis as a dynamic Customer Success Engineering Manager, leading a team across EMEA and APAC regions, responsible for over 60% of Redis's international accounts. You will drive customer engagement, satisfaction, and retention by delivering exceptional support and proactive solutions. This role requires strategic leadership, a passion for customer experience, and the ability to foster team growth. You will build strong customer relationships, optimize success strategies, and ensure customers maximize product value. The ideal candidate is a data-driven leader with proven team management and operational skills. Redis values diversity and inclusion, creating a supportive work environment.

Requirements

• Educational Background: Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field
• Leadership Experience: At least 2 years in a managerial role within Customer Success, Sales or Support, with proven team leadership and operational management skills
• Analytical and Data-Driven: Strong problem-solving and analytical thinking abilities, leveraging data to identify trends and drive performance improvements
• Communication and Team Motivation: Excellent communication and interpersonal skills with a proven ability to motivate, lead, and develop high-performing teams

Responsibilities

• Lead and Develop the Customer Success Team: Build, manage, mentor, and support a team of Customer Success Engineers, including recruit, hire, hiring, onboarding, and continuous training to ensure high performance and alignment with company goals
• Enhance Customer Experience and Retention: Foster strong customer relationships through proactive engagement, addressing challenges, and ensuring customers achieve their goals, driving satisfaction, retention, and loyalty
• Optimize Processes Through Data-Driven Strategies: Analyze customer feedback and performance metrics to identify trends, improve support processes, and implement scalable strategies for product adoption and long-term success
• Collaborate Cross-Functionally for Operational Excellence: Work closely with Customer Support, Product, and other teams to streamline workflows, resolve customer issues, and continuously improve service quality and efficiency

Preferred Qualifications

• Data-Driven and Strategic Leadership: Proven ability to lead teams with a strategic mindset, using data-driven insights to optimize processes, drive performance, and achieve long-term goals
• Resilience and Proactive Problem-Solving: Demonstrates resilience in challenging situations and proactively addresses issues with advanced troubleshooting and multitasking skills
• Organizational Excellence and Transparency: Strong organizational skills with a focus on openness, transparency, and fostering clear communication across teams and customers
• Eagerness to Learn and Adapt: Curiosity and aptitude for learning new technical concepts, with hands-on experience in public cloud platforms (AWS, GCP, Azure) and customer support tools

Benefits

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