Customer Success Manager

About the role

We are looking for a passionate and results-oriented Senior 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

• 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.

Qualifications

• Experience: 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.
• Technical Acumen: 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.
• Customer-Centric Mindset: Proven track record of driving and improving executive relationships, customer satisfaction, adoption, and retention.
• Communication Skills: Exceptional interpersonal, verbal, and written communication skills. Ability to clearly convey complex technical concepts to diverse audiences.
• Problem-Solving Ability: Strategic thinker with the ability to anticipate challenges and provide solutions proactively.
• Collaboration Skills: Comfortable working cross-functionally with Sales, Product, Marketing in a fast-paced, global organization.
• Tools & Systems: Experience with CRM platforms (e.g., Salesforce), customer success tools (e.g., Gainsight), and analytics platforms is a plus.
• Extra Great If You Have: Experience with Redis or any other NoSQL database, experience with software development (Java, .NET, Python), some experience with DBaaS (relational or non-relational).

What We Offer

• Competitive compensation and benefits package.
• Remote-first work environment with a flexible schedule.
• Opportunities for professional growth and career development.
• A dynamic, collaborative, and innovative work culture.
• The chance to work with cutting-edge technology and a world-class team.