Scale Customer Success Manager

About the position

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.

Responsibilities

• 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

Requirements

• 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

Nice-to-haves

• 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

Benefits

• Remote-first work environment
• Competitive salary range based on location and experience