Senior Customer Success Manager - Telcos

Who we are

We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business - whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in?

About Redis

Redis is the world's most loved real-time data platform. As the home of the open-source Redis project and the provider of Redis Enterprise, we're at the forefront of solving critical challenges for businesses that need speed, reliability, and scale. Our mission is to build innovative data solutions that empower developers and organizations worldwide to create real-time applications that transform industries.

Role Overview

We are looking for a passionate and results-oriented Senior Customer Success Manager (Senior CSM) to join our team in the Americas. This role will support a portfolio of our largest and most strategic enterprise accounts, including Tier 1 telecommunications and communications service providers. As a Senior CSM at Redis, you will play a critical role in building strong relationships with our customers, ensuring they realize maximum value from our solutions, and driving long-term satisfaction and retention. You will work closely with cross-functional teams - and directly with customer-side engineering, DevOps, and executive stakeholders - to align Redis's offerings with customer goals, becoming a trusted advisor and advocate for their success at every level of the organization.

Key Responsibilities

Customer Relationship Management

• Serve as the primary post-sale point of contact for assigned enterprise accounts, fostering trust and understanding their business goals.

• Proactively engage customers to ensure successful onboarding and continued adoption of Redis solutions across large, distributed technical organizations.

• Build and maintain long-term relationships with stakeholders spanning DevOps, application development, platform engineering, and executive leadership (including CTOs and VPs of Engineering).

Value Realization and Advocacy

• Drive the adoption of Redis Enterprise by identifying use cases that align with customer goals, including high-throughput, low-latency use cases common to telecommunications environments (e.g., network/session data, real-time customer experience platforms, 5G/edge workloads).

• Deliver regular business reviews and executive presentations - both virtually and in person - to showcase value, align on strategic priorities, and mitigate risk of churn.

• Advocate for customer needs internally, collaborating with Product, Support, and Engineering teams to resolve issues and influence roadmap priorities.

Customer Enablement and Success Planning

• Develop tailored success plans to guide large, matrixed customer organizations toward their desired outcomes with Redis solutions.

• Coordinate with Redis experts to deliver training, best practices, and knowledge-sharing sessions to technical teams at scale.

• Monitor key performance metrics, offering recommendations to maximize ROI and optimize product usage across multiple business units or divisions.

Retention and Growth

• Identify and nurture expansion opportunities within complex, multi-stakeholder accounts, partnering with Sales to drive upsell and cross-sell initiatives.

• Track account health through regular check-ins with both technical and executive stakeholders, identifying and mitigating risks early.

• Ensure contract renewals by demonstrating ongoing value and supporting the evolving needs of large-scale, enterprise customers.

Executive Engagement

• Build and deliver executive-level business reviews and strategic presentations to senior technical and business leadership, both virtually and on-site.

• Serve as a credible, technically fluent voice with CTOs, VPs of Engineering, and other senior decision-makers.

Collaboration and Teamwork

• Work closely with Sales, Solutions Architecture, Support, and other teams to ensure a seamless customer experience for high-value strategic accounts.

• Act as a voice of the customer within Redis to ensure our solutions continue to meet the demands of large, mission-critical environments.

Qualifications

Experience

• 8+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in SaaS, cloud, or database technologies.

• Direct experience managing accounts within Telecommunications organizations (Telcos) is required.

• Experience managing customers within Banking/Financial Services, Retail, or Healthcare is a plus.

Technical Acumen

• 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 to drive adoption and resolve technical roadblocks.

• Some experience with SaaS products and public cloud (AWS, GCP, Azure).

• Proven exposure to enterprise clients in the Telecommunications and/or Financial Services industries, with an understanding of common use cases in these sectors.

Customer-Centric Mindset

• Proven track record of driving and improving executive relationships - including with CTOs and senior technical leadership - as well as customer satisfaction, adoption, and retention.

Communication Skills

• Exceptional interpersonal, verbal, and written communication skills. Ability to clearly convey complex technical concepts to diverse audiences, from engineers to C-level executives.

• Demonstrated experience running executive presentations, both virtually and in person.

Problem-Solving Ability

• Strategic thinker with the ability to anticipate challenges and provide solutions proactively.

Collaboration Skills

• Comfortable working cross-functionally with Sales, Product, and Marketing in a fast-paced, global organization.

Tools & Systems

• Experience with CRM platforms (e.g., Salesforce), customer success tools (e.g., Gainsight), and analytics platforms is a plus.

Extra Great If You Have

• Experience with Redis or any other NoSQL database

• Experience with software development (Java, .NET, Python)

• Some experience with DBaaS (relational or non-relational)

• Familiarity with telecommunications network architecture, 5G, or edge computing use cases

The estimated gross base annual salary range for this role is 117 000 - 146 000 USD per 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

As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. Redis is committed to a diverse and inclusive work environment where all employees’ differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. We strive to create a workplace where every voice is heard, and every idea is respected.

Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodations for any part of the recruitment process, please send a request to recruiting@redis.com. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Any offer of employment at Redis is contingent upon the successful completion of a background check, consistent with applicable laws.

Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.