Senior Director, Customer Success – North America

January 16, 2023
Application ends: January 31, 2023
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Job Description

Remote

About the job

Red Hat is looking for a Senior Director to lead the North American (NA) Customer Success team. The Customer Success function enables Red Hat’s customers to receive maximum value from Red Hat’s technology based on the needs of their business. In this role, you will be responsible for subscription renewals, subscription education and awareness (SEAP) recovered revenue, success planning, and subscription adoption and consumption in assigned accounts. You will also align strategies with other NA geo leaders to ensure sales and customer success motions are well integrated and support the customers of the NA landscape. You will closely monitor the execution by the regional teams and will engage with critical customers directly. This role will align with Global and other geo (EMEA, APAC, LATAM) functions to establish consistent KPIs and other metrics in a methodical, consistent approach.

True Customer Success is only achieved when Red Hat joins forces with a rich ecosystem to meet customer expectations. In this line, you will help enable our ecosystem and partners and will create synergies rather than competition with our partners. As a critical member of the Global Customer Success Leadership Team, you will participate in the transformation towards more strategic customer relationships.

You will have a dual reporting structure to the VP, Global Customer Success and to the SVP, NA Sales whereby you will deliver on the customer success global methodology and goals set by the VP of Global Customer Success while aligning to the sales opportunities and priorities managed by the SVP of NA Sales.

What you will do

  • Deliver on Red Hat’s transformative vision to achieve an exceptional customer experience for Hybrid cloud, leading to increased adoption of Red Hat technologies, inclusive of our Ecosystem
  • Deliver on the customer life cycle, including owning and driving the renewal rates for the NA customer base
  • Deliver SEAP recovered revenue targets and ensure compliance efforts are achieved in a collaborative manner with clients and account teams
  • Work closely with all NA Sales Leaders and align efforts to ensure optimal outcomes for our customers and partners
  • Establish and carry out strategies to ensure customer success in NA, leading to higher account growth, renewal rates, and customer engagement
  • Collaborate with Global Customer Success Practice Leader and all GEO Customer Success leaders, as well as other in-region functional groups, for consistent strategy and execution
  • Accelerate our focus on Customer-centric Value as we evolve business models from prepaid annual to consumptive models accommodating enterprise commitment
  • Define, manage, and optimize a consistent, proactive, and cross-functionally aligned customer success operating model, leading to consistent customer value realization, by design
  • Deliver on Geo renewal rates for the Enterprise, TME, and Commercial segments
  • Deliver on SEAP recovered revenue targets
  • Deliver on Account Revenue Growth, measured by ARR/NRR
  • Increase adoption and consumption metrics
  • Manage ecosystem enablement on Red Hat technologies and end-customer success
  • Net Promoter Score

What you will bring

  • 10+ years in a leadership/management role leading high-performance global front-office teams
  • Demonstrated executive leadership of a large customer success SaaS or infrastructure organization
  • Experience and tenacity to manage transformational change through a large, worldwide organization
  • Demonstrated ability to lead a distributed, multicultural organization in a global and geo matrix
  • Demonstrated ability to teamwork with external partners and ecosystem, developing win-win relationships that keep the best interest of the customer at heart and also scale the business at the market level
  • Combined background of customer success, services, partner, and sales experience is a plus, ideally with a track record in P&L management
  • Strong empathy for customers, partners, and passion for revenue and growth
  • Analytical and process-oriented mindset
  • Outstanding written and verbal communication skills, with excellent presentation skills
  • Customer service focus, including the ability to deliver multiple priority projects with high customer and partner satisfaction in a rapidly changing environment
  • Deep financial and operational understanding of value drivers in recurring revenue business models
  • Bachelor’s degree in a technology or any analytical discipline; graduate degree in management is a plus

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