Commercial Customer Success Manager

About the Role: Customer Success Managers (CSMs) are charged with driving accelerated ‘Time to Production’ and Customer led growth , operating as a trusted advisor and customer advocate, delivering successful outcomes for our customers and industry leading NRR (Net Retention Rate). A key aspect to success in the role is persistence: forming a relationship of trust with the customer, anticipating issues, acting with agility and flexibility in the face of any situation that may arise. 

You Will: 

• Act as a direct liaison between Redpanda and the customer on their Redpanda journey, ensuring that all facets of the customer product adoption journey take place, planning, preparing and driving the execution of the plan in accordance with the customer agreed timeline
• Facilitate and coordinate removal of any blockers to adoption enabling the customer to fulfill their agreed success criteria and accelerating their time to value 
• Act as the customers’ trusted Redpanda advisor and advocate, CSMs manage a system of checks and balances between the company and the customer, understanding our customers’ needs, aligning the appropriate Redpanda resources (Solutions Architects, Engineering, Product Management, Support). This will include assisting with critical escalation management to ensure their Redpanda interactions, business objectives and product adoption is a success
• Be comfortable working across business, technical, and management in a customer facing role, and you are confident and articulate in communication with stakeholders

You Have: 

• 1+ years of experience in a CSM role or related customer-facing role
• Strong customer facing skills and stakeholder management and the ability to manage stakeholder escalations to mutually agreeable outcomes
• The ability to take ownership for the customer’s adoption of Redpanda by coordinating and driving their time to production and identifying and facilitating opportunities for growth 
• The ability to liaise and facilitate with key internal and external stakeholders
• Ownership mentality over your customers and work
• Understanding of program, project and stakeholder management
• Understanding sales methodologies and incorporating these into success plans, renewal activities, opportunity identification
• Ability to break down problems into manageable components and develop solutions 
• Excellent written and verbal communication skills, with the ability to concisely explain technical and non-technical concepts

Please highlight if applicable to you: 

• Kafka/Streaming experience 
• Experience with large scale data platforms 
• Experience with complex enterprise software implementation and upgrade management 
• Understanding of data management concepts 
• Understanding of ITIL concepts and/or ISO20000
• Understanding of networking concepts 
• SFDC, Grafana, Metabase
• Knowledge or experience of the MEDDIC sales methodology

U.S. base salary range for this role is $107,500 - $126,500 (CA, NY, WA) and  $93,500 - $110,000 (other US locations). Our salary ranges are determined by role, level, and location. As a remote-first company, we strive to consider each candidate's job-related skills, location, experience, relevant education or training to determine individual base salary. Your talent partner will share more about the specific salary range for your preferred location during the hiring process.