Customer Success Manager

About the Job

We are a team of doers, seasoned engineers, hackers and builders, working on the future of streaming data.

Funded by premier investors including GV and Lightspeed, Redpanda is building the streaming data platform for developers. We’re evolving streaming beyond the Apache Kafka® protocol into a unified “engine of record” that delivers a categorical reduction in complexity, wicked-fast performance, onboard Wasm transforms, and transparent tiered storage that gives consumers access to both real-time and historical data from a single API.

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).

Job Responsibilities

• You will 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.
• You will facilitate and coordinate removal of any blockers to adoption enabling them to fulfill their agreed success criteria and accelerating their time to value. 
• Acting 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 Engineers, Engineering, Product Management, Support). This will include assisting with critical escalation management to ensure their Redpanda interactions, business objectives and product adoption is a success. 
• You are comfortable working across business, technical, and senior management in a customer facing role, and you are confident and articulate in communication with stakeholders. 
• 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. 

 Skills & Experience

• 2+ years of experience in a CSM role 
• 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 Have: 

• Kafka/Streaming experience 
• Experience with large scale data platforms 
• Experience with complex enterprise software implementation and upgrade management 
• Understanding of data management concepts 
• Understanding of ITIL concepts 
• Understanding of networking concepts 
• SFDC, Grafana, Qlik