Director Customer Success Engineering
Redpanda, Austin, TX, United States
Overview
Redpanda is pioneering the Agentic Data Plane (ADP) — a category in AI infrastructure that connects AI agents with enterprise data and systems. Built on a multi-modal data streaming engine, Redpanda enables agentic applications to reason and act in real-time with speed, autonomy, and precision. Global leaders rely on Redpanda to process hundreds of terabytes of data daily. Redpanda is backed by premier venture investors and is a diverse, people-first organization with teams distributed around the globe. About the Role: We are looking for an experienced engineering leader to build and scale our Customer Success Engineering (CSE) team at Redpanda. You will lead a team of Solutions Architects and Scale Solutions Architects who ensure our customers successfully adopt and scale with Redpanda\'s streaming data platform. This is a leadership-first role focused on team development, process excellence, and operational leverage. Our CSE model emphasizes precision and leverage through focused, high-impact interactions and reusable assets that scale expertise. We create content, reference architectures, and self-service resources to enable hundreds of customers to succeed independently. We collaborate with pre-sales to understand opportunities early and are exploring potential services offerings as we scale. You Will
Build and lead the team Hire, develop, and retain world-class Solutions Architects and Scale Solutions Architects across different customer segments Create career frameworks and growth paths that attract and retain top technical talent Coach your team through complex customer engagements, helping them develop judgment on when to go deep vs. when to scale Build processes and playbooks that create leverage—turning one-off solutions into repeatable patterns and reusable assets Partner with Customer Success Management and Sales to align on account strategy, coverage models, and opportunity pipeline Drive operational excellence through metrics, forecasting, and resource allocation across Tier 1/2/3 customers Foster a culture of knowledge sharing, customer-first mindset, and continuous improvement Collaborate with pre-sales teams to ensure technical win strategies translate into successful customer outcomes Maintain technical credibility Stay current on streaming platforms, distributed systems, cloud infrastructure, and emerging technologies like agentic AI to evaluate candidates and coach your team effectively Participate in strategic customer conversations where executive-level technical leadership matters Represent CSE in product roadmap discussions, translating customer needs into actionable feedback Review and guide complex solution architectures, proof-of-concept designs, and reference implementations Keep pace with Redpanda\'s product capabilities—including innovations like the Agentic Data Plane—competitive landscape, and streaming ecosystem Drive scalable customer impact Champion the shift from one-off problem solving to creating reusable content and self-service resources Build programs that multiply team impact: office hours, webinars, technical content series, solution blueprints Ensure the team balances short-term precision engagements with building long-term leverage through documentation and enablement Think strategically about how CSE capabilities could evolve into professional services offerings as the business scales You Have 10+ years in customer-facing technical roles such as Solutions Architecture, Forward Deployed Engineering, Professional Services, or Customer Success Engineering 3+ years leading and developing technical teams, ideally in high-growth B2B SaaS or infrastructure software Track record of scaling teams and processes as organizations grow—experience leading traditional SA teams or forward deployed engineering organizations particularly relevant Experience building coverage models that balance high-touch relationships with scaled programs Comfort operating in a player-coach capacity when needed, but primarily focused on multiplying impact through your team Understanding of the demands of working in a startup environment Customer-first mindset with ability to balance customer advocacy with business priorities Technical foundation Solid background in distributed systems (e.g. Kafka, streaming platforms, databases, Spark, Hadoop, etc.) sufficient to hire and coach effectively Understanding of modern cloud architectures (AWS, GCP, Azure) and deployment patterns Ability to have credible technical conversations with senior customer architects and engineers Experience with technical content creation, enablement, and knowledge management Familiarity with enterprise software sales cycles and how technical teams fit into the customer journey from pre-sales through production Adaptability to grasp emerging technologies and translate them into customer value—experience with AI/ML infrastructure or agentic systems a plus Operating style Data-driven approach to team performance, customer health, and resource allocation Bias toward creating leverage through content, programs, and repeatable processes rather than one-to-one consulting Collaborative partner to Sales, Product, Engineering, and Customer Success Management Comfortable with ambiguity and building structures in a fast-moving environment Strong written and verbal communication skills for both internal and customer-facing contexts Ability to think strategically about services evolution, including potential paths to professional services offerings Nice to Have Experience with open-source business models and community-led growth Background in streaming data platforms, real-time analytics, event-driven or big data / distributed architectures Prior experience in customer success operations or go-to-market analytics Experience building or evolving professional services organizations U.S. base salary range for this role is $250,000, not including bonus and/or commission. Our salary ranges are determined by role, level, and location. As a remote-first company, we strive to consider each candidate\'s job-related skills, location, experience, relevant education or training to determine individual base salary. Your talent partner will share more about the specific salary range for your preferred location during the hiring process. Redpanda is used by Fortune 1000 enterprises pushing hundreds of terabytes a day, as well as by the solo dev prototyping a React application on her laptop. Think of it as a streaming data API platform that scales with you from the smallest projects to petabytes of data distributed across the globe. Join Redpanda if you’d enjoy being part of a fast-moving, 100% remote organization with team members around the globe and a culture based on trust, transparency, communication, and kindness. Accepted file types: pdf, doc, docx, txt, rtf Do you have experience working at a pre-IPO B2B SaaS company in the past 5 years? * Select... Have you directly managed a team of customer-facing engineers (e.g., Customer Success Engineers, Solutions Engineers, or similar) supporting enterprise customers in production? * Select... Have you hands-on experience with distributed systems or real-time data platforms (e.g., Kafka, streaming systems, distributed databases) in production environments? * Select... Have you owned or been accountable for post-sales technical success, including customer adoption, escalations, and renewals or expansions? * Select... Please confirm that you have read and understood our GDPR Policy. * Select... When you apply to a job on this site, the personal data contained in your application will be collected by Redpanda Data, Inc. ("Controller"), which is located at 5758 Geary Blvd, #153 San Francisco, CA 94121 and can be contacted by emailing legal@redpanda.com. Your personal data will be processed for recruitment purposes. Such processing is permissible under Art. 6(1)(f) of GDPR. Your data may be shared with Greenhouse Software, Inc. for recruitment management. You can obtain a copy of standard contractual clauses by contacting legal@redpanda.com. Your data will be retained as long as necessary for evaluating your application. You have rights under GDPR, including access, rectification, erasure, and data portability. What is your current location? * Select... Who is your most recent/current employer? * LinkedIn Profile Voluntary Self-Identification
For government reporting, we ask candidates to respond to the below self-identification survey. Completion is voluntary and will not affect hiring. Any information provided will be confidential. As set forth in Redpanda Data’s Equal Employment Opportunity policy, we do not discriminate on the basis of protected status. If applicable, information on veteran status and disability status is requested for regulatory compliance purposes. Voluntary Self-Identification of Disability Form CC-305 — Page 1 of 1 — OMB Control Number 1250-0005 — Expires 04/30/2026 Why are you asked to complete this form? It is a federal contractor requirement to measure equal opportunity for people with disabilities. Completion is voluntary and confidential; no hiring decision will be influenced by your response. For more details, visit the OFCCP website. PUBLIC BURDEN STATEMENT: This survey should take about 5 minutes to complete. What is your current location? * Who is your most recent/current employer? * Accepted file types: pdf, doc, docx, txt, rtf
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Redpanda is pioneering the Agentic Data Plane (ADP) — a category in AI infrastructure that connects AI agents with enterprise data and systems. Built on a multi-modal data streaming engine, Redpanda enables agentic applications to reason and act in real-time with speed, autonomy, and precision. Global leaders rely on Redpanda to process hundreds of terabytes of data daily. Redpanda is backed by premier venture investors and is a diverse, people-first organization with teams distributed around the globe. About the Role: We are looking for an experienced engineering leader to build and scale our Customer Success Engineering (CSE) team at Redpanda. You will lead a team of Solutions Architects and Scale Solutions Architects who ensure our customers successfully adopt and scale with Redpanda\'s streaming data platform. This is a leadership-first role focused on team development, process excellence, and operational leverage. Our CSE model emphasizes precision and leverage through focused, high-impact interactions and reusable assets that scale expertise. We create content, reference architectures, and self-service resources to enable hundreds of customers to succeed independently. We collaborate with pre-sales to understand opportunities early and are exploring potential services offerings as we scale. You Will
Build and lead the team Hire, develop, and retain world-class Solutions Architects and Scale Solutions Architects across different customer segments Create career frameworks and growth paths that attract and retain top technical talent Coach your team through complex customer engagements, helping them develop judgment on when to go deep vs. when to scale Build processes and playbooks that create leverage—turning one-off solutions into repeatable patterns and reusable assets Partner with Customer Success Management and Sales to align on account strategy, coverage models, and opportunity pipeline Drive operational excellence through metrics, forecasting, and resource allocation across Tier 1/2/3 customers Foster a culture of knowledge sharing, customer-first mindset, and continuous improvement Collaborate with pre-sales teams to ensure technical win strategies translate into successful customer outcomes Maintain technical credibility Stay current on streaming platforms, distributed systems, cloud infrastructure, and emerging technologies like agentic AI to evaluate candidates and coach your team effectively Participate in strategic customer conversations where executive-level technical leadership matters Represent CSE in product roadmap discussions, translating customer needs into actionable feedback Review and guide complex solution architectures, proof-of-concept designs, and reference implementations Keep pace with Redpanda\'s product capabilities—including innovations like the Agentic Data Plane—competitive landscape, and streaming ecosystem Drive scalable customer impact Champion the shift from one-off problem solving to creating reusable content and self-service resources Build programs that multiply team impact: office hours, webinars, technical content series, solution blueprints Ensure the team balances short-term precision engagements with building long-term leverage through documentation and enablement Think strategically about how CSE capabilities could evolve into professional services offerings as the business scales You Have 10+ years in customer-facing technical roles such as Solutions Architecture, Forward Deployed Engineering, Professional Services, or Customer Success Engineering 3+ years leading and developing technical teams, ideally in high-growth B2B SaaS or infrastructure software Track record of scaling teams and processes as organizations grow—experience leading traditional SA teams or forward deployed engineering organizations particularly relevant Experience building coverage models that balance high-touch relationships with scaled programs Comfort operating in a player-coach capacity when needed, but primarily focused on multiplying impact through your team Understanding of the demands of working in a startup environment Customer-first mindset with ability to balance customer advocacy with business priorities Technical foundation Solid background in distributed systems (e.g. Kafka, streaming platforms, databases, Spark, Hadoop, etc.) sufficient to hire and coach effectively Understanding of modern cloud architectures (AWS, GCP, Azure) and deployment patterns Ability to have credible technical conversations with senior customer architects and engineers Experience with technical content creation, enablement, and knowledge management Familiarity with enterprise software sales cycles and how technical teams fit into the customer journey from pre-sales through production Adaptability to grasp emerging technologies and translate them into customer value—experience with AI/ML infrastructure or agentic systems a plus Operating style Data-driven approach to team performance, customer health, and resource allocation Bias toward creating leverage through content, programs, and repeatable processes rather than one-to-one consulting Collaborative partner to Sales, Product, Engineering, and Customer Success Management Comfortable with ambiguity and building structures in a fast-moving environment Strong written and verbal communication skills for both internal and customer-facing contexts Ability to think strategically about services evolution, including potential paths to professional services offerings Nice to Have Experience with open-source business models and community-led growth Background in streaming data platforms, real-time analytics, event-driven or big data / distributed architectures Prior experience in customer success operations or go-to-market analytics Experience building or evolving professional services organizations U.S. base salary range for this role is $250,000, not including bonus and/or commission. Our salary ranges are determined by role, level, and location. As a remote-first company, we strive to consider each candidate\'s job-related skills, location, experience, relevant education or training to determine individual base salary. Your talent partner will share more about the specific salary range for your preferred location during the hiring process. Redpanda is used by Fortune 1000 enterprises pushing hundreds of terabytes a day, as well as by the solo dev prototyping a React application on her laptop. Think of it as a streaming data API platform that scales with you from the smallest projects to petabytes of data distributed across the globe. Join Redpanda if you’d enjoy being part of a fast-moving, 100% remote organization with team members around the globe and a culture based on trust, transparency, communication, and kindness. Accepted file types: pdf, doc, docx, txt, rtf Do you have experience working at a pre-IPO B2B SaaS company in the past 5 years? * Select... Have you directly managed a team of customer-facing engineers (e.g., Customer Success Engineers, Solutions Engineers, or similar) supporting enterprise customers in production? * Select... Have you hands-on experience with distributed systems or real-time data platforms (e.g., Kafka, streaming systems, distributed databases) in production environments? * Select... Have you owned or been accountable for post-sales technical success, including customer adoption, escalations, and renewals or expansions? * Select... Please confirm that you have read and understood our GDPR Policy. * Select... When you apply to a job on this site, the personal data contained in your application will be collected by Redpanda Data, Inc. ("Controller"), which is located at 5758 Geary Blvd, #153 San Francisco, CA 94121 and can be contacted by emailing legal@redpanda.com. Your personal data will be processed for recruitment purposes. Such processing is permissible under Art. 6(1)(f) of GDPR. Your data may be shared with Greenhouse Software, Inc. for recruitment management. You can obtain a copy of standard contractual clauses by contacting legal@redpanda.com. Your data will be retained as long as necessary for evaluating your application. You have rights under GDPR, including access, rectification, erasure, and data portability. What is your current location? * Select... Who is your most recent/current employer? * LinkedIn Profile Voluntary Self-Identification
For government reporting, we ask candidates to respond to the below self-identification survey. Completion is voluntary and will not affect hiring. Any information provided will be confidential. As set forth in Redpanda Data’s Equal Employment Opportunity policy, we do not discriminate on the basis of protected status. If applicable, information on veteran status and disability status is requested for regulatory compliance purposes. Voluntary Self-Identification of Disability Form CC-305 — Page 1 of 1 — OMB Control Number 1250-0005 — Expires 04/30/2026 Why are you asked to complete this form? It is a federal contractor requirement to measure equal opportunity for people with disabilities. Completion is voluntary and confidential; no hiring decision will be influenced by your response. For more details, visit the OFCCP website. PUBLIC BURDEN STATEMENT: This survey should take about 5 minutes to complete. What is your current location? * Who is your most recent/current employer? * Accepted file types: pdf, doc, docx, txt, rtf
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