- Role Overview: We are looking for a passionate and results-oriented Customer Success Manager (CSM) to join our team in the India region.

- As a 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 to align Redis's offerings with customer goals, becoming a trusted advisor and advocate for their success.

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).