Customer Success Manager

Summary

Join Redis as a Customer Success Manager (CSM) in the Americas and play a critical role in building strong customer relationships, ensuring maximum value from our solutions, and driving long-term satisfaction and retention. You will work closely with cross-functional teams, becoming a trusted advisor for customer success. Key responsibilities include managing customer relationships, driving value realization, developing success plans, focusing on retention and growth, and collaborating effectively with internal teams. The ideal candidate possesses 5+ years of experience in a customer-facing role, strong technical acumen, exceptional communication skills, and a proven track record of driving customer satisfaction. Redis offers a competitive compensation package, including benefits such as unlimited time off, health insurance, 401k, and learning and development opportunities. This role is remote and offers the chance to influence a high-performance company.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in SaaS, cloud, or database technologies
• Strong understanding of cloud services, data platforms, or related technologies
• Some experience with SaaS products and public cloud (AWS, GCP, Azure)
• Proven exposure to enterprise clients in the Financial Services industry and an understanding of common Fintech use cases
• Proven track record of driving and improving executive relationships, customer satisfaction, adoption, and retention
• Exceptional interpersonal, verbal, and written communication skills. Ability to clearly convey complex technical concepts to diverse audiences
• Strategic thinker with the ability to anticipate challenges and provide solutions proactively
• Comfortable working cross-functionally with Sales, Product, Marketing in a fast-paced, global organization

Responsibilities

• Serve as the primary post-sale point of contact for assigned customers, fostering trust and understanding their business goals
• Proactively engage customers to ensure successful onboarding and continued adoption of Redis solutions
• Build and maintain long-term relationships with stakeholders across technical and business teams
• Drive the adoption of Redis Enterprise by identifying use cases that align with customer goals and objectives
• Deliver regular business reviews to showcase value, identify opportunities for growth, and mitigate risks of churn
• Advocate for customer needs internally, collaborating with Product, Support, and Engineering teams to resolve issues and influence roadmap priorities
• Develop tailored success plans to guide customers on achieving their desired outcomes with Redis solutions
• Coordinate with Redis experts to deliver training, best practices, and knowledge-sharing sessions
• Monitor key performance metrics, offering recommendations to maximize ROI and optimize product usage
• Identify and nurture expansion opportunities within your accounts, partnering with Sales to drive upsell and cross-sell initiatives
• Track account health through regular check-ins, identifying and mitigating risks early
• Ensure contract renewals by demonstrating ongoing value and supporting customers’ evolving needs
• Work closely with Sales, Solutions Architecture, Support, and other teams to ensure a seamless customer experience
• Act as a voice of the customer within Redis to ensure our solutions continue to meet market demands

Preferred Qualifications

• Experience with Redis or any other NoSQL database
• Experience with software development (Java, .NET, Python)
• Some experience with DBaaS (relational or non-relational)
• Live in the East Coast

Benefits

• Competitive salaries and equity grants
• Unlimited time off to promote a healthy work-life balance
• H/D/V coverage along with 401K, FSA, and commuter benefits
• Frequent team celebrations and recreation events
• Home internet & phone stipend
• Learning and development opportunities
• Ability to influence a high-performance company on its way to IPO