Technical Customer Success Manager

• 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
• 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

Benefits

• Remote first: We’re a remote-first company that puts humans first. We advocate for working wherever you’re most productive
• Comprehensive healthcare: We’ve got you covered with a mix of plans ranging from fully-paid medical, dental and vision, to premium coverage
• 401(k) matching: Our 401(k) plans let you save for your future. And for our US and UK employees — we match
• Unlimited PTO: Take time to relax and recharge. Option to select region-specific holidays. Our vacation policy puts you in control
• Home office & education reimbursement: $1,000 to gear-up your home office, $50 towards each wifi bill, $500 to invest in your learning and development annually
• Redpanda swag: Hands down the coolest swag in our industry! Your family will steal it. Guaranteed

• 4+ years in a TAM, technical CSM, or post-sales engineering role supporting data infrastructure, distributed systems, or developer platforms
• Excellent written and verbal communication, with the ability to explain technical concepts concisely to non-technical stakeholders
• Strong program and stakeholder management across technical and executive audiences
• Working knowledge of distributed systems concepts such as replication, partitioning, throughput, and latency
• Ability to break down complex problems into manageable components and drive solutions
• 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
• Experience working in a fast-moving, 100% distributed team
• Infrastructure as code (Terraform, Helm)
• 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
• 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
• Scripting in Python or Bash
• Cloud or Kubernetes certifications (AWS, CKA)
• SFDC, Metabase, Qlik
• Familiarity with MEDDIC or similar sales methodologies