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.