Senior Customer Success Manager (Senior CSM) - Americas

We are looking for a passionate and results-oriented Senior Customer Success Manager (Senior CSM) to join our team in the Americas. This role will support a portfolio of our largest and most strategic enterprise accounts, including Tier 1 telecommunications and communications service providers.

As a Senior CSM at Redis, you will play a critical role in building strong relationships with our customers, ensuring they realize maximum value from our solutions, and driving long-term satisfaction and retention. You will work closely with cross-functional teams — and directly with customer-side engineering, DevOps, and executive stakeholders — to align Redis's offerings with customer goals, becoming a trusted advisor and advocate for their success at every level of the organization.

Key Responsibilities

Customer Relationship Management

• Serve as the primary post-sale point of contact for assigned enterprise accounts, fostering trust and understanding their business goals.
• Proactively engage customers to ensure successful onboarding and continued adoption of Redis solutions across large, distributed technical organizations.
• Build and maintain long-term relationships with stakeholders spanning DevOps, application development, platform engineering, and executive leadership (including CTOs and VPs of Engineering).

Value Realization and Advocacy

• Drive the adoption of Redis Enterprise by identifying use cases that align with customer goals, including high-throughput, low-latency use cases common to telecommunications environments (e.g., network/session data, real-time customer experience platforms, 5G/edge workloads).
• Deliver regular business reviews and executive presentations — both virtually and in person — to showcase value, align on strategic priorities, and mitigate risk 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 large, matrixed customer organizations toward their desired outcomes with Redis solutions.
• Coordinate with Redis experts to deliver training, best practices, and knowledge-sharing sessions to technical teams at scale.
• Monitor key performance metrics, offering recommendations to maximize ROI and optimize product usage across multiple business units or divisions.

Retention and Growth

• Identify and nurture expansion opportunities within complex, multi-stakeholder accounts, partnering with Sales to drive upsell and cross-sell initiatives.
• Track account health through regular check-ins with both technical and executive stakeholders, identifying and mitigating risks early.
• Ensure contract renewals by demonstrating ongoing value and supporting the evolving needs of large-scale, enterprise customers.

Executive Engagement

• Build and deliver executive-level business reviews and strategic presentations to senior technical and business leadership, both virtually and on-site.
• Serve as a credible, technically fluent voice with CTOs, VPs of Engineering, and other senior decision-makers.

Collaboration and Teamwork

• Work closely with Sales, Solutions Architecture, Support, and other teams to ensure a seamless customer experience for high-value strategic accounts.
• Act as a voice of the customer within Redis to ensure our solutions continue to meet the demands of large, mission-critical environments.