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Redis is seeking a Senior Customer Success Manager to lead post-sale relationships with enterprise telecommunications and communications service provider accounts across the Americas. You will serve as the primary point of contact for a portfolio of large, strategic customers, working directly with customer-side engineering, DevOps, and executive stakeholders (CTOs, VPs of Engineering) to ensure they realize maximum value from Redis Enterprise solutions.
Key responsibilities include:
**Customer Relationship Management**: Serve as the trusted advisor and primary post-sale contact for assigned enterprise accounts. Proactively engage customers to ensure successful onboarding and adoption of Redis solutions across large, distributed technical organizations. Build and maintain long-term relationships spanning DevOps, application development, platform engineering, and executive leadership.
**Value Realization and Advocacy**: Drive adoption of Redis Enterprise by identifying use cases aligned with customer goals, particularly high-throughput, low-latency scenarios common in telecommunications (network/session data, real-time customer experience platforms, 5G/edge workloads). Deliver regular business reviews and executive presentations—both virtual and in-person—to showcase value, align on strategic priorities, and mitigate churn risk. Advocate for customer needs internally with Product, Support, and Engineering teams.
**Customer Enablement and Success Planning**: Develop tailored success plans for large, matrixed customer organizations. Coordinate with Redis experts to deliver training, best practices, and knowledge-sharing sessions. Monitor key performance metrics and offer recommendations to maximize ROI and optimize product usage across multiple business units.
**Retention and Growth**: Identify and nurture expansion opportunities within complex, multi-stakeholder accounts, partnering with Sales on upsell and cross-sell initiatives. Track account health through regular check-ins with technical and executive stakeholders. Ensure contract renewals by demonstrating ongoing value.
**Executive Engagement**: Build and deliver executive-level business reviews and strategic presentations to senior technical and business leadership. Serve as a credible, technically fluent voice with CTOs and VPs of Engineering.
**Collaboration**: Work closely with Sales, Solutions Architecture, Support, and other teams to ensure seamless customer experience for high-value strategic accounts. Act as the voice of the customer within Redis.
**Requirements**:
- 8+ years of experience in Customer Success, Account Management, or related customer-facing role, preferably in SaaS, cloud, or database technologies
- Direct experience managing accounts within Telecommunications organizations (required)
- Experience managing customers in Banking/Financial Services, Retail, or Healthcare (a plus)
- Strong understanding of cloud services, data platforms, or related technologies; familiarity with Redis or NoSQL databases is a plus
- Experience working with DevOps teams, application development teams, and engineering organizations
- Some experience with SaaS products and public cloud (AWS, GCP, Azure)
- Proven exposure to enterprise clients in Telecommunications and/or Financial Services industries
- Exceptional interpersonal, verbal, and written communication skills; ability to convey complex technical concepts to diverse audiences from engineers to C-level executives
- Demonstrated experience running executive presentations, both virtually and in-person
- Strategic thinker with ability to anticipate challenges and provide proactive solutions
- Comfortable working cross-functionally with Sales, Product, and 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
**Nice-to-have**: Experience with Redis or other NoSQL databases, software development (Java, .NET, Python), DBaaS (relational or non-relational), telecommunications network architecture, 5G, or edge computing use cases.
