Customer Success Manager
About The Position
Redpanda is pioneering the Agentic Data Plane (ADP) - a new category in AI infrastructure that makes it simple and secure to connect AI agents with enterprise data and systems. Built on a multi-modal data streaming engine, Redpanda empowers agentic applications that reason and act in real-time with speed, autonomy, and precision. Global leaders including Activision Blizzard, Cisco, Moody's, Texas Instruments, Vodafone and 2 of the top 5 banks in the U.S. rely on Redpanda to process hundreds of terabytes of data a day. Backed by premier venture investors Lightspeed, GV and Haystack VC, Redpanda is a diverse, people-first organization with teams distributed around the globe. About the Role: Customer Success Managers (CSMs) are charged with driving accelerated ‘Time to Production’ and Customer led growth, operating as a trusted advisor and customer advocate, delivering successful outcomes for our customers and industry leading NRR (Net Retention Rate). A key aspect to success in the role is persistence: forming a relationship of trust with the customer, anticipating issues, acting with agility and flexibility in the face of any situation that may arise.
Requirements
- 4+ years of experience in a CSM role at data focused tech company or saas company
- Strong customer facing skills and stakeholder management
- The ability to take ownership for the customer’s adoption of Redpanda by coordinating and driving their time to production and identifying and facilitating opportunities for growth
- The ability to liaise and facilitate with key internal and external stakeholders
- Ownership mentality over your customers and work
- Understanding of program, project and stakeholder management
- Ability to manage stakeholder escalations to mutually agreeable outcomes
- Understanding sales methodologies and incorporating these into success plans, renewal activities, opportunity identification
- Ability to break down problems into manageable components and develop solutions
- Excellent written and verbal communication skills, with the ability to concisely explain technical and non-technical concepts
- Experience working in a fast-moving 100% distributed team
Nice To Haves
- Kafka/Streaming experience
- Experience with large scale data platforms
- Experience with complex enterprise software implementation
- Understanding of data management concepts
- Understanding of networking concepts
- SFDC, Grafana, Qlik, Metabase Knowledge or experience of the MEDDIC sales methodology
Responsibilities
- Act as a direct liaison between Redpanda and the customer on their Redpanda journey, ensuring that all facets of the customer product adoption journey take place, planning, preparing and driving the execution of the plan in accordance with the customer agreed timeline
- Facilitate and coordinate removal of any blockers to adoption enabling them to fulfill their agreed success criteria and accelerating their time to value
- Act as the customers’ trusted Redpanda advisor and advocate, CSMs manage a system of checks and balances between the company and the customer, understanding our customers’ needs, aligning the appropriate Redpanda resources (Solutions Architects, Engineering, Product Management, Support)
- Be comfortable working across business, technical, and senior management in a customer facing role, and you are confident and articulate in communication with stakeholders
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
