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RedHat Principal Customer Success Manager in Remote, Texas

About the job

The Red Hat Global Customer Success team is looking for a customer-­focused technology professional to join us as a Principal Customer Success Manager in Texas. In this role, you will serve as a trusted adviser to customers by helping them achieve success with our products and maximizing the value realized from Red Hat product subscriptions. You will be critical to the long term success of Red Hat's subscription based business model. This includes being responsible for positive outcomes for your customer through onboarding, adoption, advocacy, and retention. You will ensure an excellent customer experience in order to impact Red Hat outcomes in the form of renewals and incremental sales. Your ultimate goal will be to cultivate solid customer relationships and boost customer value realization for your customers’ Red Hat product investments. Work location is flexible and well qualified home-based applicants will be considered to work remotely throughout the southwestern United States.

What you will do

  • Establish a trusted adviser relationship with customers, sponsors, and key stakeholders so that all of Red Hat's activities are closely aligned with the customers’ business goals

  • Identify success metrics, conduct business and process optimization workshops, and provide recommendations for increasing the return on investment (ROI), usage, and adoption of Red Hat’s offerings and services

  • Work collaboratively across customer success, sales, professional services, and technical support organizations to advocate for your customers’ needs

  • Facilitate engagement between product management, critical accounts, technical support, engineering, and other teams for critical product issues the customer may experience

  • Develop an expert understanding of Red Hat’s portfolio of offerings and proactively recommend solutions that align with the customers’ business goals

  • Ensure that customers realize maximum value from their investment using a programmatic, measurable approach to nurture product adoption

  • Minimize subscriber churn through value realization, education, coaching, and inspiration

  • Handle multiple critical customer priorities with little direction and coordinate the necessary Red Hat’s stakeholders to ensure efficient resolution

  • Take on customer success leadership and mentoring responsibilities at a regional level; collaborate on projects with a cross-regional, cross-departmental, and global impact

What you will bring

  • 6+ years of account management or customer success experience, preferably within the enterprise software industry

  • Outstanding communication skills to lead on­site strategic business reviews highlighting aspects of customer success, with stakeholders ranging from individual contributors to senior leadership

  • Experience leading projects and delivering solutions for complex business challenges and technical issues

  • Good understanding of DevOps practices and enterprise cloud solutions, likePlatform-as-a-Service (PaaS), cloud management, and IT automation

  • Ability to discuss high-level technical concepts with non-technical stakeholders

  • Ability to work on multiple tasks; ability to prioritize your workload and adjust to shifting priorities

  • Bachelor's degree or combination of relevant education and experience

  • Willingness to travel occasionally to visit customers and attend events, following Red Hat’s COVID-19 guidelines

The following are considered a plus:

  • Experience with ​Salesforce.com (SFDC)​ customer relationship management and case management solutions

  • Prior experience with service delivery management

  • Demonstrated experience working with Fortune 500 or Fortune 1000-level customers

  • Familiarity with Red Hat's portfolio of offerings

  • Familiarity with open source software development and open source business models


About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterpriseopen source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.


  • Comprehensive medical, dental, and vision coverage

  • Flexible Spending Account - healthcare and dependent care

  • Health Savings Account - high deductible medical plan

  • Retirement 401(k) with employer match

  • Paid time off and holidays

  • Paid parental leave plans for all new parents

  • Leave benefits including disability, paid family medical leave, and paid military leave

  • Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note : These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.

Posting Location : Location US-TX-Remote

Posting date 1 month ago (9/10/2021 8:44 AM)

Job ID 88466

Workday ID R-014215