Technical Customer Success Manager

Redpanda Data is hiring a Technical Customer Success Manager to own post-sale technical relationships and help customers bring deployments to production, maintain healthy growth, and expand usage. The role provides technical guidance, manages escalations, and coordinates customer feedback and internal teams to drive successful outcomes.

Responsibilities:

• 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

Requirements:

• 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
• 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