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?
Redis, We’re the world’s fastest in-memory database. From our open source origins in 2011 to becoming the #1 cited brand for caching solutions, we’ve helped more than 8,500 customers build, scale, and deploy the apps our world runs on. With cloud and on-prem databases for caching, vector search, and more, we’re helping digital businesses set a new standard for speed. We are committed to delivering exceptional service and solutions to our clients, fostering innovation, and building a supportive work
Job Description
We are seeking a dynamic and customer-centric Manager to lead our Customer Success Engineering team across EMEA and APAC regions. In this role, you will be responsible for +60% of Redis’s international accounts, as well as driving customer engagement, satisfaction, and retention by leading a team of Customer Success Engineers to deliver exceptional support and proactive solutions. You will play a critical role in building strong customer relationships, optimizing customer success strategies, and ensuring customers achieve maximum value from our products and services.
The ideal candidate is a strategic leader with a passion for delivering outstanding customer experiences, fostering team growth, and implementing data-driven success strategies to support business goals.
Key Responsibilities:
- Lead and Develop the Customer Success Team: Build, manage, mentor, and support a team of Customer Success Engineers, including recruit, hire, hiring, onboarding, and continuous training to ensure high performance and alignment with company goals.
- Enhance Customer Experience and Retention: Foster strong customer relationships through proactive engagement, addressing challenges, and ensuring customers achieve their goals, driving satisfaction, retention, and loyalty.
- Optimize Processes Through Data-Driven Strategies: Analyze customer feedback and performance metrics to identify trends, improve support processes, and implement scalable strategies for product adoption and long-term success.
- Collaborate Cross-Functionally for Operational Excellence: Work closely with Customer Support, Product, and other teams to streamline workflows, resolve customer issues, and continuously improve service quality and efficiency.
Preferred Skills:
- Data-Driven and Strategic Leadership: Proven ability to lead teams with a strategic mindset, using data-driven insights to optimize processes, drive performance, and achieve long-term goals.
- Resilience and Proactive Problem-Solving: Demonstrates resilience in challenging situations and proactively addresses issues with advanced troubleshooting and multitasking skills.
- Organizational Excellence and Transparency: Strong organizational skills with a focus on openness, transparency, and fostering clear communication across teams and customers.
- Eagerness to Learn and Adapt: Curiosity and aptitude for learning new technical concepts, with hands-on experience in public cloud platforms (AWS, GCP, Azure) and customer support tools.
Qualifications:
- Educational Background: Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field.
- Leadership Experience: At least 2 years in a managerial role within Customer Success, Sales or Support, with proven team leadership and operational management skills.
- Analytical and Data-Driven: Strong problem-solving and analytical thinking abilities, leveraging data to identify trends and drive performance improvements.
- Communication and Team Motivation: Excellent communication and interpersonal skills with a proven ability to motivate, lead, and develop high-performing teams.
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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.
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