Technical Customer Success Manager
Job description
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.
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.
About the Role
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.
You Will:
- Lead technical onboarding and adoption, from architecture review through production go-live, against a customer-agreed success plan and timeline
- Run regular cluster health checks and usage reviews using telemetry and dashboards to spot risk, capacity issues, and expansion opportunities early
- Own technical escalations end to end, partnering with Support and Engineering to drive root cause analysis and resolution
- Translate customer requirements into clear, prioritized feedback for Product Management and Engineering
- Act as the customer's trusted advisor and advocate, aligning Solutions Architects, Engineering, Product, and Support as needed
- Communicate confidently with engineering teams, platform owners, and senior leadership
You Have:
- 4+ years in a TAM, technical CSM, or post-sales engineering role supporting data infrastructure, distributed systems, or developer platforms
- Working knowledge of distributed systems concepts such as replication, partitioning, throughput, and latency
- Hands-on familiarity with at least one major cloud provider (AWS, GCP, Azure) and with Kubernetes
- Understanding of networking concepts (VPC peering, PrivateLink, DNS, TLS)
- Proven ability to manage technical escalations to mutually agreeable outcomes
- Strong program and stakeholder management across technical and executive audiences
- Ability to break down complex problems into manageable components and drive solutions
- Excellent written and verbal communication, with the ability to explain technical concepts concisely to non-technical stakeholders
- Experience working in a fast-moving, 100% distributed team
Nice to Have:
- Hands-on Apache Kafka or streaming experience (Kafka, Confluent, Pulsar, Kinesis)
- Experience with large-scale data platforms or complex enterprise software implementations
- Observability tooling such as Prometheus and Grafana
- Infrastructure as code (Terraform, Helm)
- Scripting in Python or Bash
- Cloud or Kubernetes certifications (AWS, CKA)
- SFDC, Metabase, Qlik
- Familiarity with MEDDIC or similar sales methodologies
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.
Skills mentioned
At Redpanda, the core mission is to empower developers by simplifying the world of streaming data. The company was born out of a desire to create a platform that is not only powerful and fast but also remarkably easy to use, addressing the complexities often associated with traditional streaming technologies like Apache Kafka. Redpanda's culture is deeply rooted in engineering excellence and a relentless pursuit of performance. The team is driven by the challenge of building infrastructure that can handle mission-critical workloads for some of the world's leading companies, from financial services to gaming and telecommunications. This commitment to innovation is reflected in their approach to building a Kafka-compatible platform without the historical baggage of ZooKeeper or the JVM, resulting in a leaner, more efficient, and cost-effective solution. Redpanda fosters a remote-first, inclusive, and diverse work environment, believing that the best talent can be found anywhere in the world. This philosophy allows them to bring together a team of passionate doers, hackers, and builders who are all dedicated to shaping the future of real-time data. The company values transparency and a 'humans first' approach, ensuring that team members feel connected and valued, regardless of their location. This supportive culture extends to their 'Hack The Planet' scholarship program, aimed at providing opportunities for underrepresented minorities in technology to work on challenging and ambitious projects. Ultimately, Redpanda is driven by the conviction that by providing developers with superior tools, they can unlock new possibilities in how enterprises leverage real-time data, making the transition from batch processing to continuous, real-time operations seamless and efficient.
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