Customer Success Manager

Location: United States Remote work: Remote-first work environment with a flexible schedule. Employment type: Not explicitly stated (implied full-time, senior-level role) Experience level: Senior (5+ years experience required)

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?

About Redis

Redis is the world’s most loved real-time data platform. As the home of the open-source Redis project and the provider of Redis Enterprise, we’re at the forefront of solving critical challenges for businesses that need speed, reliability, and scale. Our mission is to build innovative data solutions that empower developers and organizations worldwide to create real-time applications that transform industries.

Role Overview

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

Customer Relationship Management:

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.

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.

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.

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.

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.
Experience managing customers within Banking/Financial Services; Retail or Healthcare exposure is 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 platforms (AWS, GCP, Azure).
Proven exposure to enterprise clients in Financial Services industry; understanding common Fintech use cases.
Customer-Centric Mindset:
Proven track record driving/improving executive relationships, customer satisfaction/adoption/retention.
Communication Skills:
Exceptional interpersonal verbal/written communication skills.
Ability to clearly convey complex technical concepts to diverse audiences.
Problem-Solving Ability:
Strategic thinker able to anticipate challenges & provide proactive solutions.
Collaboration Skills:
Comfortable working cross-functionally with Sales, Product & Marketing in fast-paced global organization.
Tools & Systems:
Experience with CRM platforms (e.g., Salesforce), customer success tools (e.g., Gainsight), 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 & benefits package
Remote-first work environment & flexible schedule
Opportunities for professional growth & career development
Dynamic collaborative innovative work culture
Chance to work with cutting-edge technology & world-class team

Salary Information:

The estimated gross base annual salary range for this role is $85,350 – $150,000 per year in New York, California, Washington, Colorado, and Rhode Island. Actual compensation may vary depending on candidate’s location, qualifications & experience. Salary is one component of total compensation which may include 401(k), unlimited time off, m learning/development opportunities; comprehensive health/wellness benefits; discretionary bonuses; stock options; m commuter benefits based on location; commission plan possible. Salary history not used in compensation decisions.

Skills Mentioned:

Customer Success Management
Account Management
SaaS technologies
Cloud services (AWS/GCP/Azure)
Data platforms
NoSQL databases (Redis preferred)
Financial Services industry knowledge / Fintech use cases
CRM tools (Salesforce)
Customer success tools (Gainsight)
Analytics platforms
Software development basics (Java/.NET/Python)
DBaaS familiarity