Customer Success Manager

Redis is the world’s most loved real-time data platform. They are seeking a Senior Customer Success Manager to build strong relationships with customers, ensuring they realize maximum value from Redis solutions and driving long-term 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)