Customer Success Manager

Summary

Join Redpanda as the first Scale Customer Success Manager and build out our Scale CS practice. You will be responsible for developing and executing strategies to manage and grow a large customer base, leveraging data-driven insights and automation. This role requires building scalable customer success programs, analyzing customer data, and implementing automated engagement campaigns. You will proactively address customer pain points, conduct regular reviews, and ensure high customer satisfaction, retention, and expansion. The ideal candidate possesses extensive experience in building 1:many CS programs, analytical visualization tooling, and SaaS B2B environments. Redpanda offers a fast-moving, 100% remote work environment.

Requirements

• Previous experience building 1:many CS program from the ground up
• 5+ years experience with analytical visualization tooling (Tableau, Metabase, PowerBI, etc.)
• 5+ years SaaS B2B industry experience
• Strong customer facing skills and stakeholder management
• The ability to take ownership for the customer’s adoption of Redpanda by coordinating and driving their time to production and identifying and facilitating opportunities for growth
• The ability to liaise and facilitate with key internal and external stakeholders
• Ownership mentality over your customers and work
• Understanding of program, project and stakeholder management
• Ability to manage stakeholder escalations to mutually agreeable outcomes
• Understanding sales methodologies and incorporating these into success plans, renewal activities, opportunity identification
• Ability to break down problems into manageable components and develop solutions
• Excellent written and verbal communication skills, with the ability to concisely explain technical and non-technical concepts
• Experience working in a fast-moving 100% distributed team

Responsibilities

• Be the first person in this role and responsible for building out our Scale CS practice - you will bring tenacity and a can-do attitude
• Engage and collaborate with internal stakeholders to acquire data needed to create personalized content (for example: generate telemetry data and build webinars/enablement based on customer segmentation)
• Create an optimized & data-led model of the customer journey, then ensure internal stakeholder alignment
• Design and implement a scalable customer success framework aligned with company goals, including customer segmentation, lifecycle management, and key performance indicators (KPIs)
• Analyze customer data to identify trends, potential churn risks, and opportunities for growth
• Oversee the implementation of automated customer engagement campaigns across multiple channels (email, in-app messaging, webinars) to deliver relevant content and support
• Proactively identify and address customer pain points to mitigate churn risk
• Conduct regular customer reviews and feedback sessions to understand customer needs and identify areas for improvement

Preferred Qualifications

• Kafka/Streaming experience
• Experience with large scale data platforms
• Experience with complex enterprise software implementation and upgrade management
• Understanding of data management concepts
• Understanding of ITIL concepts and/or ISO20000
• Understanding of networking concepts
• SFDC, Grafana, Metabase
• Knowledge or experience of the MEDDIC sales methodology

Benefits

• U.S. base salary range for this role is $134,500 - $158,500 (CA, NY, WA) and $117,500 - $138,000 (other US locations)
• 100% remote work environment