Customer Success Manager

Redpanda Data is pioneering the Agentic Data Plane in AI infrastructure, enabling secure connections between AI agents and enterprise data. The Customer Success Manager will serve as a trusted advisor to customers, ensuring successful product adoption and driving customer-led growth.

Responsibilities:

• Act as a direct liaison between Redpanda and the customer on their Redpanda journey, ensuring that all facets of the customer product adoption journey take place, planning, preparing and driving the execution of the plan in accordance with the customer agreed timeline
• Facilitate and coordinate removal of any blockers to adoption enabling them to fulfill their agreed success criteria and accelerating their time to value
• Act as the customers’ trusted Redpanda advisor and advocate, CSMs manage a system of checks and balances between the company and the customer, understanding our customers’ needs, aligning the appropriate Redpanda resources (Solutions Architects, Engineering, Product Management, Support)
• Be comfortable working across business, technical, and senior management in a customer facing role, and you are confident and articulate in communication with stakeholders

Requirements:

• 4+ years of experience in a CSM role at data focused tech company or saas company
• 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
• Kafka/Streaming experience
• Experience with large scale data platforms
• Experience with complex enterprise software implementation
• Understanding of data management concepts
• Understanding of networking concepts
• SFDC, Grafana, Qlik, Metabase
• Knowledge or experience of the MEDDIC sales methodology