Senior Customer Success Manager – Telcos
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Job Description
Senior Customer Success Manager guiding Redis’s strategic telecommunications accounts. Driving adoption, value realization, retention, and expansion of Redis real-time data solutions.
Responsibilities:
- Serve as the primary post-sale point of contact for assigned enterprise accounts
- Foster trust and understand customers' business goals
- Proactively support onboarding and continued adoption of Redis solutions across large, distributed technical organizations
- Build and maintain relationships with DevOps, application development, platform engineering, and executive stakeholders
- Drive Redis Enterprise adoption by identifying use cases aligned with customer goals
- Deliver regular business reviews and executive presentations virtually and in person
- Advocate for customer needs internally and collaborate with Product, Support, and Engineering
- Develop tailored success plans for large, matrixed customer organizations
- Coordinate training, best practices, and knowledge-sharing sessions for technical teams
- Monitor performance metrics and recommend ways to maximize ROI and optimize product usage
- Identify expansion opportunities and partner with Sales on upsell and cross-sell initiatives
- Track account health and mitigate risks
- Support contract renewals by demonstrating ongoing value
- Engage CTOs, VPs of Engineering, and other senior decision-makers
- Collaborate with Sales, Solutions Architecture, Support, and other teams
- Act as the voice of the customer within Redis
Requirements:
- 8+ years of experience in Customer Success, Account Management, or a related customer-facing role
- Direct experience managing accounts within Telecommunications organizations (Telcos) is required
- Strong understanding of cloud services, data platforms, or related technologies
- Experience working with DevOps teams, application development teams, and engineering organizations
- Experience with SaaS products and public cloud (AWS, GCP, Azure)
- Proven exposure to enterprise clients in the Telecommunications and/or Financial Services industries
- Proven track record of driving and improving executive relationships, customer satisfaction, adoption, and retention
- Demonstrated experience running executive presentations, both virtually and in person
- Strategic problem-solving ability
- Comfortable working cross-functionally with Sales, Product, and Marketing
- Background check required as a condition of employment
- Experience with Redis or NoSQL databases is a plus
- Experience with software development (Java, .NET, Python) is a plus
- Some experience with DBaaS is a plus
- Familiarity with telecommunications network architecture, 5G, or edge computing use cases is a plus
Benefits:
- Equal employment opportunity and inclusive work environment
- Reasonable accommodations for applicants with mental and/or physical disabilities
- Opportunity to work remotely
- Global, diverse, and innovative work culture
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