Customer Success Manager at Redpanda Data

United Kingdom

<p style="min-height:1.5em"><em>Redpanda is the first runtime and control plane for agent-data interaction — a unified platform that combines streaming, SQL analytics, and intelligent connectivity with the governance layer enterprise AI agents need in production.</em></p><p style="min-height:1.5em"><em>Built on infrastructure already trusted by Fortune 500 companies and fast-growing startups, Redpanda enforces governance entirely outside the agent's data path, controlling what agents see, limiting what they do, and capturing a tamper-proof record of everything they touch, so organizations never have to choose between innovation and control.</em></p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>About the Role:</strong><em><strong> </strong></em>Technical Customer Success Managers own the post-sale technical relationship with our customers. You will drive accelerated time to production, keep deployments healthy as they scale, and turn technical success into customer-led growth and industry-leading NRR (Net Revenue Retention). You are the customer's trusted technical advisor: you understand their architecture, anticipate issues before they escalate, and coordinate the right Redpanda resources to resolve them.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>You Will:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Lead technical onboarding and adoption, from architecture review through production go-live, against a customer-agreed success plan and timeline</p></li><li><p style="min-height:1.5em">Run regular cluster health checks and usage reviews using telemetry and dashboards to spot risk, capacity issues, and expansion opportunities early</p></li><li><p style="min-height:1.5em">Own technical escalations end to end, partnering with Support and Engineering to drive root cause analysis and resolution</p></li><li><p style="min-height:1.5em">Translate customer requirements into clear, prioritized feedback for Product Management and Engineering</p></li><li><p style="min-height:1.5em">Act as the customer's trusted advisor and advocate, aligning Solutions Architects, Engineering, Product, and Support as needed</p></li><li><p style="min-height:1.5em">Communicate confidently with engineering teams, platform owners, and senior leadership</p></li></ul><p style="min-height:1.5em"><strong>You Have:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">4+ years in a TAM, technical CSM, or post-sales engineering role supporting data infrastructure, distributed systems, or developer platforms</p></li><li><p style="min-height:1.5em">Working knowledge of distributed systems concepts such as replication, partitioning, throughput, and latency</p></li><li><p style="min-height:1.5em">Hands-on familiarity with at least one major cloud provider (AWS, GCP, Azure) and with Kubernetes</p></li><li><p style="min-height:1.5em">Understanding of networking concepts (VPC peering, PrivateLink, DNS, TLS)</p></li><li><p style="min-height:1.5em">Proven ability to manage technical escalations to mutually agreeable outcomes</p></li><li><p style="min-height:1.5em">Strong program and stakeholder management across technical and executive audiences</p></li><li><p style="min-height:1.5em">Ability to break down complex problems into manageable components and drive solutions</p></li><li><p style="min-height:1.5em">Excellent written and verbal communication, with the ability to explain technical concepts concisely to non-technical stakeholders</p></li><li><p style="min-height:1.5em">Experience working in a fast-moving, 100% distributed team</p></li></ul><p style="min-height:1.5em"><strong>Nice to Have:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Hands-on Apache Kafka or streaming experience (Kafka, Confluent, Pulsar, Kinesis)</p></li><li><p style="min-height:1.5em">Experience with large-scale data platforms or complex enterprise software implementations</p></li><li><p style="min-height:1.5em">Observability tooling such as Prometheus and Grafana</p></li><li><p style="min-height:1.5em">Infrastructure as code (Terraform, Helm)</p></li><li><p style="min-height:1.5em">Scripting in Python or Bash</p></li><li><p style="min-height:1.5em">Cloud or Kubernetes certifications (AWS, CKA)</p></li><li><p style="min-height:1.5em">SFDC, Metabase, Qlik</p></li><li><p style="min-height:1.5em">Familiarity with MEDDIC or similar sales methodologies</p><p style="min-height:1.5em"></p></li></ul><p style="min-height:1.5em">Join Redpanda if you’d enjoy being part of a fast-moving, diverse, people-first organization with team members around the globe and a culture based on trust, transparency, communication, and kindness. You'll dive into a nimble, high-impact team with the latest AI tools — and the budget to actually use them.</p>