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 leading in-memory data structure store, widely adopted for building fast, scalable, and highly responsive applications. With an open-source foundation, Redis serves industries such as finance, gaming, media, and more. We pride ourselves on delivering innovative data management solutions that power the world’s most demanding applications.
Position Overview:
Redis is seeking a dynamic and experienced Customer Success Leader for the Americas region. This pivotal role involves building and leading a new team of Customer Success Managers (CSMs) from the ground up. The Customer Success Leader will focus on driving customer relationships, enhancing product adoption, and ensuring Net Revenue Retention (NRR) growth across the region. This is a unique opportunity to shape the strategy, culture, and impact of the Customer Success function within a fast-growing company.
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.
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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 $123,170-173,416 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.
#LI-WK1 #LI-DNI
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 [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.
What We Do
As the home of Redis, the world’s most popular in-memory database, we are the commercial provider of Redis Enterprise, which delivers superior performance, unmatched reliability, and the best total cost of ownership. Redis Enterprise allows teams to build performance, scalability, speed, and simplicity into their applications.
Why Work With Us
We offer the opportunity for all employees to succeed, grow, develop, and deliver on their personal goals. We believe everyone can assume leadership roles over their projects and value teamwork. We also like to live well, and offer weekly Happy Hours, teambuilding events, birthday and cultural celebrations, a competitive salary, and much more!
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