Customer Success Manager

Indonesia Who we are We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in? Role Overview: We are looking for a passionate and results-oriented Customer Success Manager (CSM) to join our team in the Indonesia region. 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:

1. Customer Relationship Management: (Travelling across Indonesia 30-40%)

• 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.

1. Value Realization and Advocacy:

• 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.

1. Customer Enablement and Success Planning:

• 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.

1. Retention and Growth:

• 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.

1. Collaboration and Teamwork:

• 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.
• On site with customers in the Indonesia market, face to face engagement (not remote). Experience in delivering business reviews / QBRs with customers at exec level (not service delivery).
• Preference - experience managing customers within Banking/ Financial Services.
• 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,c ollaborative,and innovative work culture.
• The chance to work with cutting-edge technologyand a world-class team.

Redis Values Diversity: r edis is an equal opportunity employerand is committedto fostering an inclusive workplace.We encourage candidates from diverse backgroundsto applyand bring their unique perspectives totheir team. r edis is committedto workingwith providing access& reasonable accommodationto applicantswith mental&/or physical disabilities.If you thinkyou may require accommodationsfor any partof recruitment processplease send request recruiting@redis.com.All requests treated discreetly& confidentiallyas practical& permittedby law.Any offer employmentat redis contingent upon successful completion background check consistent applicable laws.Redis reserves right retain data longer than stated privacy policy order evaluate candidates.