Scale Customer Success Manager

About the Role:  A Scale Customer Success Manager is responsible for developing and executing strategies to effectively manage and grow a large customer base at scale, leveraging data-driven insights and automated processes to ensure high customer satisfaction, retention, and expansion, while acting as a key advocate for customer needs within the organization; this role focuses on building scalable customer success programs that can efficiently support a large volume of customers across various segments, often utilizing technology and automation to streamline engagement and deliver consistent value.

You Will: 

• Be the first person in this role and responsible for building out our Scale CS practice - you will bring tenacity and a can-do attitude
• Engage and collaborate with internal stakeholders to acquire data needed to create personalized content (for example: generate telemetry data and build webinars/enablement based on customer segmentation)
• Create an optimized & data-led model of the customer journey, then ensure internal stakeholder alignment 
• Design and implement a scalable customer success framework aligned with company goals, including customer segmentation, lifecycle management, and key performance indicators (KPIs) 
• Analyze customer data to identify trends, potential churn risks, and opportunities for growth
• Oversee the implementation of automated customer engagement campaigns across multiple channels (email, in-app messaging, webinars) to deliver relevant content and support 
• Proactively identify and address customer pain points to mitigate churn risk
• Conduct regular customer reviews and feedback sessions to understand customer needs and identify areas for improvement

You Have: 

• Previous experience building 1:many CS program from the ground up
• 5+ years experience with analytical visualization tooling (Tableau, Metabase, PowerBI, etc.)
• 5+ years SaaS B2B industry experience
• Strong customer facing skills and stakeholder management
• 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
• Ability to manage stakeholder escalations to mutually agreeable outcomes
• 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
• Experience working in a fast-moving 100% distributed team

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 $134,500 - $158,500 (CA, NY, WA) and  $117,500 - $138,000 (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.