Manager, Technical Account Manager - AMER

Redis

15d

About The Position

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? Role Overview We are seeking an experienced Manager, Technical Account Management (TAM) to lead and scale a high-performing team of enterprise TAMs in the United States. This leader will be responsible for driving technical adoption, production resiliency, best-practice implementation, and measurable customer health outcomes across a portfolio of strategic enterprise accounts. The TAM organization serves as a proactive technical advisory function not reactive support. Your team will ensure Redis is architected, deployed, and operated according to enterprise-grade standards, deeply embedded within customers’ engineering ecosystems, and positioned for long-term expansion. Success in this role will be measured by: Customer health score improvement Adoption depth and feature utilization Production resiliency and risk reduction Renewal and expansion readiness measured by Net Revenue Retention (NRR) Deep understandings of customers’ success criteria Meaningful proactive customer engagement

Requirements

5+ years leading customer-facing technical teams (TAM, Solutions Engineering, Customer Success Engineering, or similar).
Strong background in distributed systems, databases, cloud infrastructure, or DevOps.
Experience supporting production-scale systems, including:
High-availability architectures
Scalability planning
Performance tuning
Incident management and root cause analysis
Demonstrated experience conducting architecture reviews and resiliency assessments.
Experience driving structured technical adoption programs across enterprise accounts.
Experience delivering workshops or technical enablement sessions to engineering teams.
Proven ability to define and implement customer health scoring frameworks.
Strong executive communication skills with the ability to articulate complex technical concepts to both technical and business stakeholders.
Experience driving retention and value realization in enterprise environments.

Nice To Haves

Experience in a fast-growing SaaS, PaaS, or database company.
Familiarity with Redis or other NoSQL/SQL database platforms.
Experience in cloud-native and microservices architectures.
Background in building or scaling a TAM or technical advisory function.

Responsibilities

Build & Lead a High-Performance TAM Team
Recruit, develop, and mentor a team of enterprise Technical Account Managers.
Establish a high technical bar for architectural reasoning, distributed systems expertise, and operational excellence.
Coach TAMs on deep technical engagement, risk prioritization, and production-readiness assessments.
Serve as a senior escalation point for complex architectural and resiliency challenges.
Foster a culture of proactive engagement and measurable customer outcomes.
Lead/oversee collaborative cross-organizational projects and initiatives
Drive Technical Adoption & Best Practices
Ensure customers fully adopt Redis capabilities aligned to their application and business needs.
Standardize structured adoption frameworks across the TAM organization.
Drive implementation of best practices across:
High availability and clustering
Scalability and performance optimization
Backup and disaster recovery strategies
Observability and monitoring
Security and operational governance
Track adoption milestones and ensure Redis is strategically embedded within customer architectures.
Resiliency & Production Excellence
Lead the development of architecture review and resiliency assessment programs.
Ensure customers’ Redis deployments meet production-grade standards for Availability, Durability, Scalability & Fault tolerance.
Identify and manage technical risks before they impact production systems.
Drive remediation plans and follow-through for performance gaps or operational weaknesses.
Partner with Engineering, Product Management and Support to prevent recurring production issues.
Developer Enablement & Workshops
Oversee and standardize technical workshops and enablement sessions delivered by TAMs.
Ensure customer developer and operations communities are proficient in Redis:
Data modeling best practices
Performance tuning techniques
Distributed system design patterns
Operational management of Redis clusters
Promote hands-on architecture sessions, deep-dive technical reviews, and maturity assessments.
Elevate Redis expertise within customer engineering organizations.
Executive Engagement & QBR Ownership
Define and standardize Quarterly Business Reviews (QBRs) across the TAM organization.
Ensure every strategic account has a clear Redis technical roadmap.
Own the development and delivery of Redis Health Scorecards that measure:
Adoption depth
Operational maturity
Architecture quality
Risk indicators
Resiliency posture
Present technical health and value realization outcomes to executive stakeholders.
Align technical strategy with renewal and expansion planning.
Establish a close working relationship with peer Regional Sales Directors and Solution Architecture Managers
Partner cross-functionally with Sales, Customer Success, Product, and Engineering to ensure alignment between technical health and commercial outcomes.
Cross-Functional Leadership
Act as a bridge between customers and internal teams.
Provide structured feedback to Product and Engineering based on real-world deployment patterns.
Ensure alignment between proactive TAM engagement and reactive Support functions.
Contribute to the evolution of Redis’s enterprise customer engagement strategy.