Senior Customer Success Manager – Telcos

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main post-sale contact for designated enterprise accounts.

• Build trust and gain insight into customers' business objectives.

• Proactively assist with onboarding and ongoing implementation of Redis solutions across extensive, distributed technical teams.

• Cultivate and sustain relationships with DevOps, application development, platform engineering, and executive stakeholders.

• Promote Redis Enterprise adoption by identifying use cases that align with customer objectives.

• Conduct regular business reviews and deliver executive presentations both virtually and in person.

• Represent customer interests internally and work collaboratively with Product, Support, and Engineering teams.

• Create customized success plans for large, complex customer organizations.

• Organize training, best practices, and knowledge-sharing sessions for technical groups.

• Track performance metrics and suggest methods to maximize ROI and enhance product utilization.

• Identify opportunities for expansion and collaborate with Sales on upselling and cross-selling efforts.

• Monitor account health and address risks proactively.

• Assist with contract renewals by showcasing ongoing value.

• Engage with CTOs, VPs of Engineering, and other key decision-makers.

• Work alongside Sales, Solutions Architecture, Support, and other teams.

• Serve as the customer's voice within Redis.

⛳️ Requirements

• Over 8 years of experience in Customer Success, Account Management, or a similar customer-facing position.

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

• Strong knowledge of cloud services, data platforms, or related technologies.

• Experience collaborating with DevOps teams, application development teams, and engineering organizations.

• Familiarity with SaaS products and public cloud platforms (AWS, GCP, Azure).

• Proven exposure to enterprise clients in the Telecommunications and/or Financial Services sectors.

• Demonstrated success in enhancing executive relationships, customer satisfaction, adoption, and retention.

• Experience delivering executive presentations, both virtually and in person.

• Strategic problem-solving skills.

• Comfortable working collaboratively across functions with Sales, Product, and Marketing teams.

• Background check required as a condition of employment.

• Experience with Redis or NoSQL databases is advantageous.

• Experience in software development (Java, .NET, Python) is beneficial.

• Some familiarity with DBaaS is a plus.

• Knowledge of telecommunications network architecture, 5G, or edge computing use cases is a plus.

🏝️ Benefits

• Equal employment opportunity and an inclusive work environment.

• Reasonable accommodations for applicants with mental and/or physical disabilities.

• Opportunity to work remotely.

• Global, diverse, and innovative work culture.