[Hiring] Senior Customer Success Manager @Redis

Role Description

We are looking for a passionate and results-oriented Senior Customer Success Manager (Senior CSM) to join our team in the Americas. This role will support a portfolio of our largest and most strategic enterprise accounts, including Tier 1 telecommunications and communications service providers. As a Senior 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 — and directly with customer-side engineering, DevOps, and executive stakeholders — to align Redis's offerings with customer goals, becoming a trusted advisor and advocate for their success at every level of the organization.

Key Responsibilities

• Customer Relationship Management:
  • Serve as the primary post-sale point of contact for assigned enterprise accounts, fostering trust and understanding their business goals.
  • Proactively engage customers to ensure successful onboarding and continued adoption of Redis solutions across large, distributed technical organizations.
  • Build and maintain long-term relationships with stakeholders spanning DevOps, application development, platform engineering, and executive leadership (including CTOs and VPs of Engineering).
• Value Realization and Advocacy:
  • Drive the adoption of Redis Enterprise by identifying use cases that align with customer goals, including high-throughput, low-latency use cases common to telecommunications environments (e.g., network/session data, real-time customer experience platforms, 5G/edge workloads).
  • Deliver regular business reviews and executive presentations — both virtually and in person — to showcase value, align on strategic priorities, and mitigate risk 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 large, matrixed customer organizations toward their desired outcomes with Redis solutions.
  • Coordinate with Redis experts to deliver training, best practices, and knowledge-sharing sessions to technical teams at scale.
  • Monitor key performance metrics, offering recommendations to maximize ROI and optimize product usage across multiple business units or divisions.
• Retention and Growth:
  • Identify and nurture expansion opportunities within complex, multi-stakeholder accounts, partnering with Sales to drive upsell and cross-sell initiatives.
  • Track account health through regular check-ins with both technical and executive stakeholders, identifying and mitigating risks early.
  • Ensure contract renewals by demonstrating ongoing value and supporting the evolving needs of large-scale, enterprise customers.
• Executive Engagement:
  • Build and deliver executive-level business reviews and strategic presentations to senior technical and business leadership, both virtually and on-site.
  • Serve as a credible, technically fluent voice with CTOs, VPs of Engineering, and other senior decision-makers.
• Collaboration and Teamwork:
  • Work closely with Sales, Solutions Architecture, Support, and other teams to ensure a seamless customer experience for high-value strategic accounts.
  • Act as a voice of the customer within Redis to ensure our solutions continue to meet the demands of large, mission-critical environments.

Qualifications

• 8+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in SaaS, cloud, or database technologies.
• Direct experience managing accounts within Telecommunications organizations (Telcos) is required.
• Experience managing customers within Banking/Financial Services, Retail, or Healthcare is a plus.
• Strong understanding of cloud services, data platforms, or related technologies. Familiarity with Redis or NoSQL databases is a plus.
• Experience working with DevOps teams, application development teams, and engineering organizations to drive adoption and resolve technical roadblocks.
• Some experience with SaaS products and public cloud (AWS, GCP, Azure).
• Proven exposure to enterprise clients in the Telecommunications and/or Financial Services industries, with an understanding of common use cases in these sectors.
• Proven track record of driving and improving executive relationships — including with CTOs and senior technical leadership — as well as customer satisfaction, adoption, and retention.
• Exceptional interpersonal, verbal, and written communication skills. Ability to clearly convey complex technical concepts to diverse audiences, from engineers to C-level executives.
• Demonstrated experience running executive presentations, both virtually and in person.
• Strategic thinker with the ability to anticipate challenges and provide solutions proactively.
• Comfortable working cross-functionally with Sales, Product, and 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.

Benefits

• As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners.
• Redis is committed to a diverse and inclusive work environment where all employees’ differences are celebrated and supported.
• Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law.
• Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities.
• Any offer of employment at Redis is contingent upon the successful completion of a background check, consistent with applicable laws.