• Establish strong, scalable customer relationships that drive adoption, retention, and expansion • Lead a world-class team of Customer Success Managers (CSMs) and partner deeply with Engineering-led Customer Success Engineers (CSEs) and Forward Deployed Engineers (FDEs) • Direct accountability for protecting and growing our Enterprise ARR • Implement and enforce a rigorous "Success Criteria" mandate • Optimize the "Internal Knowledge Transfer" (IKT) process • Drive the team to achieve 90-Day ROI Focus milestones • Partner with CSEs to manage the "Technical Red Flag" system • Define a standardized renewal motion with fixed cadence

Who we are We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in? Why would you love this job? Your objective: put customers at the center of every story, message, and program we bring to market. This role is not program support, it is ownership. You will design, build, and scale a customer marketing engine that elevates real-world impact and makes customer success a primary proof point of Redis’ value. You will define new approaches, challenge conventional tactics, and ensure customer voice shapes how we position and sell. We are looking for a leader with a demonstrated ability to drive complex, cross-functional initiatives and build durable relationships, not only with customers, but also with sales, customer success, and executive stakeholders across the company. The right candidate understands how to create mutual value. You will position Redis as a strategic partner while elevating customers as heroes within their own organizations. What You’ll Do - Own and maintain the master database of customer references, including referenceability status, preferences, engagement history, and measurable business outcomes - Build and scale a high-impact customer content library, including case studies, executive-ready presentations, video testimonials, and other sales-enablement assets - Expand the size, diversity, and strategic value of Redis’ customer reference base; drive measurable engagement across marketing and field programs - Increase the presence and diversity of customer advocates across internal and external conferences, product launches, analyst engagements, and media opportunities - Partner closely with sales leadership, enablement, product management, customer success, and marketing to execute coordinated, cross-functional initiatives - Identify and deeply understand key customer personas, their business priorities, and their technical challenges; clearly articulate Redis’ differentiated value What will you need to have? - 3+ years of customer marketing experience in B2B SaaS; background in IT infrastructure, data platforms, or developer-focused technology strongly preferred - Proven ability to lead cross-functional initiatives from concept through execution with measurable outcomes - Strong business writing and communication skills; ability to translate complex technical solutions into clear, compelling narratives - Experience producing customer stories and video assets, managing Salesforce reporting, and maintaining stakeholder visibility on program progress - Executive presence and comfort engaging stakeholders from individual contributors to C-level leaders - High ownership mindset and ability to operate effectively in a fast-paced, high-growth environment We give back to our employees: Our culture is what makes Redis a fun and rewarding place to work. To support you at work and beyond, we offer all our US team members fantastic benefits and perks: - Competitive salaries and equity grants - Unlimited time off to promote a healthy work-life balance - H/D/V coverage along with 401K, FSA, and commuter benefits - Frequent team celebrations and recreation events - Home internet & phone stipend - Learning and development opportunities - Ability to influence a high-performance company on its way to IPO The estimated gross base annual salary range for this role is $80,000 – $88,000 per year in New York, California, Washington, Colorado, and Rhode Island. Actual compensation may vary and is dependent on various factors, including a candidate’s work location, qualifications, experience, and competencies. Base annual salary is one component of Redis’ total compensation and competitive benefits package, which may include 401(k), unlimited time off, learning and development opportunities, and comprehensive health and wellness benefits. This role may include discretionary bonuses, stock options, commuter benefits based on location, or a commission plan. Salary history is not used in compensation package decisions. Redis utilizes market pay data to determine compensation, so posted compensation ranges are subject to change as new market data becomes available. #LI-AB1 As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. Redis is committed to a diverse and inclusive work environment where all employees’ differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. We strive to create a workplace where every voice is heard, and every idea is respected. Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodations for any part of the recruitment process, please send a request to recruiting@redis.com. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law. Any offer of employment at Redis is contingent upon the successful completion of a background check, consistent with applicable laws. Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.

• Lead day-to-day client relationships and serve as the strategic point of contact across assigned accounts. • Develop and execute acquisition, retention, and omni-channel strategies that support client KPIs. • Build, manage, and optimize subscription, loyalty, and referral programs, including strategy development, launch, ongoing iteration, and performance analysis. • Analyze weekly, monthly, and ad hoc reporting to identify insights, trends, and opportunities; present recommendations to clients and internal stakeholders. • Stay current on industry trends, platform updates, and email/SMS best practices; proactively recommend innovative ideas, tools, and strategies. • Set clear expectations with clients regarding scope, deliverables, timelines, and required inputs; proactively address misalignment. • Communicate confidently and professionally during challenging or high-stakes conversations, including resetting expectations or navigating difficult feedback. • Provide timely, constructive feedback to internal collaborators to maintain quality and accountability across all workstreams. • Own the full email production workflow from ideation to design handoff, build, segmentation, QA, and deployment. • Ensure cohesion across all channels and ensure strategies align with broader marketing goals. • Provide final QA for all deliverables, including content, segments, briefs, deployment settings, and reporting accuracy. • Maintain high standards of execution and ensure timelines are consistently met.

• Leading a customer-success culture across support and service functions (Order Entry; Application / Training & Installation; Technical Support; and Service Administration) • Improving the end-to-end post-sales experience and reducing escalations. • Driving clear ownership of customer issues, defining and tracking KPIs (CSAT, NPS), and using insights to improve performance. • Enhancing systems and data quality (ERP, Salesforce) to increase efficiency, renewals, and communication. • Building strong relationships with key accounts while partnering with Sales and Marketing to drive adoption, retention, and long-term value. • Applying continuous improvement methodologies to optimize processes and scale Customer Success operations across EMEA. • Ownership and reporting of Color Training revenue streams, including performance tracking and growth optimization. • Oversight and reporting of Service-related revenues, including Repairs, Certifications, and Field Service activities