Customer Success Manager

Redpanda is pioneering the Agentic Data Plane (ADP) - a new category in AI infrastructure that makes it simple and secure to connect AI agents with enterprise data and systems. Built on a multi-modal data streaming engine, Redpanda empowers agentic applications that reason and act in real‑time with speed, autonomy, and precision.

Global leaders including Activision Blizzard, Cisco, Moody’s, Texas Instruments, Vodafone and two of the top five banks in the U.S. rely on Redpanda to process hundreds of terabytes of data a day.

Backed by premier venture investors Lightspeed, GV and Haystack VC, Redpanda is a diverse, people‑first organization with teams distributed around the globe.

Customer Success Managers (CSMs) are charged with driving accelerated ‘Time to Production’ and customer‑led growth, operating as a trusted advisor and customer advocate, delivering successful outcomes for our customers and industry‑leading NRR (Net Retention Rate). A key aspect to success in the role is persistence: forming a relationship of trust with the customer, anticipating issues, and acting with agility and flexibility in the face of any situation that may arise.

• Act as a direct liaison between Redpanda and the customer on their Redpanda journey, ensuring that all facets of the customer product adoption journey take place, planning, preparing and driving the execution of the plan in accordance with the customer‑agreed timeline.
• Facilitate and coordinate removal of any blockers to adoption, enabling them to fulfill their agreed success criteria and accelerating their time to value.
• Act as the customer’s trusted Redpanda advisor and advocate; CSMs manage a system of checks and balances between the company and the customer, understanding our customers’ needs and aligning the appropriate Redpanda resources (Solutions Architects, Engineering, Product Management, Support).
• Be comfortable working across business, technical, and senior management in a customer‑facing role and communicate confidently and articulately with stakeholders.

• 4+ years of experience in a CSM role at a data‑focused tech company or SaaS company.
• 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 of sales methodologies and incorporating these into success plans, renewal activities, and 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.

• Kafka/Streaming experience.
• Experience with large‑scale data platforms.
• Experience with complex enterprise software implementation.
• Understanding of data management concepts.
• Understanding of networking concepts.
• SFDC, Grafana, Qlik, Metabase.
• Knowledge or experience of the MEDDIC sales methodology.

U.S. base salary range for this role is $140,000–$165,000, not including bonus and/or commission. 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.

Redpanda is used by Fortune 1000 enterprises pushing hundreds of terabytes a day, as well as solo developers prototyping a React application on a laptop. Think of it as a streaming data API platform that scales with you from the smallest projects to petabytes of data distributed across the globe. Join Redpanda if you’d enjoy being part of a fast‑moving, 100% remote organization with team members around the globe and a culture based on trust, transparency, communication, and kindness.

We do not discriminate on the basis of any protected group status under any applicable law. We are committed to equal employment opportunity and inclusion.