Redis - Customer Success Manager

Key Responsibilities :

Customer Relationship Management : (Travelling across India 30-40%).

• Serve as the primary post-sale point of contact for assigned customers, fostering trust and understanding their business goals.
• Proactively engage customers to ensure successful onboarding and continued adoption of Redis solutions.
• Build and maintain long-term relationships with stakeholders across technical and business teams.

Value Realization and Advocacy : .

• Drive the adoption of Redis Enterprise by identifying use cases that align with customer goals and objectives.
• Deliver regular business reviews to showcase value, identify opportunities for growth, and mitigate risks 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 customers on achieving their desired outcomes with Redis solutions.
• Coordinate with Redis experts to deliver training, best practices, and knowledge-sharing sessions.
• Monitor key performance metrics, offering recommendations to maximize ROI and optimize product usage.

Retention and Growth : .

• Identify and nurture expansion opportunities within your accounts, partnering with Sales to drive upsell and cross-sell initiatives.
• Track account health through regular check-ins, identifying and mitigating risks early.
• Ensure contract renewals by demonstrating ongoing value and supporting customers' evolving needs.

Collaboration and Teamwork : .

• Work closely with Sales, Solutions Architecture, Support, and other teams to ensure a seamless customer experience.
• Act as a voice of the customer within Redis to ensure our solutions continue to meet market demands.

Qualifications.

Experience : .

• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in SaaS, cloud, or database technologies.
• On site with customers in the India market, face to face engagement (not remote).
• Experience in delivering business reviews / QBRs with customers at exec level (not service delivery).
• Preference experience managing customers within Banking / Financial Services.

Technical Acumen.

• Strong understanding of cloud services, data platforms, or related technologies.
• Familiarity with Redis or NoSQL databases is a plus.
• Some experience with SaaS products and public cloud (AWS, GCP, Azure).
• Proven exposure to enterprise clients in the Financial Services industry and an understanding of common Fintech use cases.

Customer-Centric Mindset : .

• Proven track record of driving and improving executive relationships, customer satisfaction, adoption, and retention.

Communication Skills : .

• Exceptional interpersonal, verbal, and written communication skills.
• Ability to clearly convey complex technical concepts to diverse audiences.

Problem-Solving Ability : .

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

Collaboration Skills : .

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

Tools & Systems : .

• Experience with CRM platforms (Salesforce), customer success tools (e. , 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).

(ref : iimjobs.com)