Customer Success Manager

Redis is the world’s most loved real-time data platform, known for its innovative data solutions. The Senior Customer Success Manager will build strong customer relationships, ensuring they gain maximum value from Redis solutions while driving satisfaction and retention.

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

Requirements:

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