RedisLabs Manager CSM Americas 

United States 

753131045

Key Responsibilities:

• Team Building and Leadership:
• Recruit, onboard, and lead a team of high-performing Customer Success Managers focused on the Americas region.
• Develop a robust onboarding and training program to ensure new team members are set up for success.
• Foster a customer-centric culture that emphasizes proactive support, continuous learning, and excellence in customer engagement.
• Customer Relationship Management:
• Oversee the development and execution of strategies to build and maintain strong customer relationships, ensuring high levels of satisfaction and loyalty.
• Act as an executive sponsor for key accounts, building long-term partnerships and ensuring alignment between customer goals and Redis solutions.
• Work closely with CSMs to understand customer needs, challenges, and opportunities, and provide strategic guidance to maximize customer success.
• Adoption and Value Realization:
• Drive the adoption of Redis products and solutions across the customer base, ensuring that customers fully realize the value of their investment.
• Implement and refine customer success frameworks that promote engagement, usage, and advocacy.
• Develop metrics and KPIs to track product adoption, customer health, and overall success, regularly reporting progress to the executive team.
• Net Revenue Retention (NRR) Growth:
• Develop and execute strategies to drive NRR growth through renewals, upsells, and cross-sells.
• Collaborate with the sales and marketing teams to identify and pursue expansion opportunities within the existing customer base.
• Implement processes and tools to forecast, measure, and improve NRR, ensuring the team consistently meets or exceeds growth targets.
• Cross-functional Collaboration:
• Work closely with Support, TAM’s, Product, Sales, Marketing, and Engineering teams to ensure a seamless customer experience and drive continuous improvement.
• Provide customer insights and feedback to inform product development, feature enhancements, and overall company strategy.
• Partner with global Customer Success leaders to share best practices, align on global initiatives, and ensure a consistent approach across regions.
• Process and Operational Excellence:
• Establish and refine processes, tools, and systems to scale the Customer Success function effectively.
• Implement customer success technology solutions to track and manage customer interactions, health scores, and other key metrics.
• Ensure the team operates with a high degree of efficiency, consistency, and customer focus.

Qualifications:

• Experience:
• 10+ years of experience in Customer Success, Account Management, or a related field, with at least 5 years in a leadership role.
• Proven track record of building and leading successful Customer Success teams in the tech industry, preferably in a SaaS or database environment.
• Experience working with enterprise customers and managing complex, multi-stakeholder relationships.
• Demonstrated success in driving customer adoption, satisfaction, and NRR growth.
• Skills:
• Strong leadership and people management skills, with the ability to inspire and develop a high-performing team.
• Excellent communication, negotiation, and presentation skills, with the ability to engage with C-level executives and technical stakeholders.
• Deep understanding of customer success metrics, including NRR, churn, and customer lifetime value (CLTV).
• Strategic thinker with a strong business acumen and the ability to translate customer needs into actionable strategies.
• Familiarity with CRM and customer success platforms, such as Planhat, Salesforce, or similar.
• Education:
• Bachelor’s degree in Business, Computer Science, or a related field. An advanced degree (MBA, etc.) is a plus.

• We give back to our employees:

  Our culture is what makes Redis a fun and rewarding place to work. To support you at work and beyond, we offer all our US team members fantastic benefits and perks:

  • Competitive salaries and equity grants
  • Unlimited time off to promote a healthy work-life balance
  • H/D/V coverage along with 401K, FSA, and Commuter Benefits
  • Frequent team celebrations and recreation events
  • Home internet reimbursement
  • Yearly health and wellness budget for a healthy mind and body
  • Learning and development opportunities
  • Ability to influence a high-performance company on its way to IPO

  The estimated gross base annual salary range for this role is$123,170-173,416per year in New York, California, Washington, Colorado, and Rhode Island. Actual compensation may vary and is dependent on various factors, including a candidate’s work location, qualifications, experience, and competencies. Base annual salary is one component of Redis’ total compensation and competitive benefits package, which may include 401(k), unlimited time off, learning and development opportunities, and comprehensive health and wellness benefits. This role may include discretionary bonuses, stock options, commuter benefits based on location, or a commission plan. Salary history is not used in compensation package decisions. Redis utilizes market pay data to determine compensation, so posted compensation ranges are subject to change as new market data becomes available.