[Hiring] Customer Success Manager @Redis

Role Description

We are looking for a passionate and results-oriented Customer Success Manager (CSM) to join our team in the Americas. As a CSM at Redis, you will play a critical role in building strong relationships with our customers, ensuring they realize maximum value from our solutions, and driving long-term satisfaction and retention. You will work closely with cross-functional teams to align Redis’s offerings with customer goals, becoming a trusted advisor and advocate for their success.

Key Responsibilities

• Customer Relationship Management:
  • 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.
• Value Realization and Advocacy:
  • 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.
• Customer Enablement and Success Planning:
  • 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.
• Retention and Growth:
  • 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.
• Collaboration and Teamwork:
  • 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.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in SaaS, cloud, or database technologies.
• Experience managing customers within Banking/Financial Services. Retail or Healthcare exposure also a plus.
• Strong understanding of cloud services, data platforms, or related technologies. Familiarity with Redis or NoSQL databases is a plus.
• 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.
• Experience with CRM platforms (e.g., Salesforce), customer success tools (e.g., Gainsight), and analytics platforms is a plus.

Requirements

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

Benefits

• Estimated gross base annual salary range: $117,000 - $146,250 per year in New York, California, Washington, Colorado, and Rhode Island.
• Actual compensation may vary and is dependent on various factors, including a candidate’s work location, qualifications, experience, and competencies.
• Base annual salary is one component of Redis’ total compensation and competitive benefits package, which may include:
• 401(k)
• Unlimited time off
• Learning and development opportunities
• Comprehensive health and wellness benefits
• This role may include discretionary bonuses, stock options, commuter benefits based on location, or a commission plan.
• Salary history is not used in compensation package decisions.
• Redis utilizes market pay data to determine compensation, so posted compensation ranges are subject to change as new market data becomes available.