(USA-NC-Remote) Senior Director, Global Customer Success Program Marketing

**About the job**

The Red Hat Customer Marketing team is looking for a Senior Director for the Global Customer Success Program Marketing team to join us. In this role, you will work as part of team focused on delivering business value to and consistently delighting customers. You will ensure that at every phase, from onboarding to renewal, customers are achieving their desired outcomes and receiving a excellent experience, resulting in long-term renewal, account growth, and advocacy. You’ll be responsible for leading the team in creating the methodology, framework assets, and strategy for the Red Hat Customer Success Marketing Program globally. You’ll work very closely with the product, sales, marketing, services, and customer success teams to build an aligned customer digital and engagement strategy to help customers achieve business outcomes post-sale. As a Senior Director, you will build a program based on a common set of metrics, KPIs, and triggers to optimize the customer marketing journey milestones to achieve results and ensure successful outcomes with the digital marketing and regional teams. Successful applicants must reside in a state where Red Hat is registered to do business.

**What you will do**

+ Develop the Red Hat Customer Success Program marketing program strategy, framework, methodology, and operating model, working in conjunction with the product, marketing, data analytics, and sales teams

+ Champion customer experience and build customer journey programs to increase renewals, adoption, and cross-sell and upsell rates

+ Develop best practices customer life cycle marketing programs, establish customer success marketing program KPIs, measure results, optimize, and repeat

+ Engage digital teams in building and optimizing customer journeys for customers on-premise and in the cloud

+ Build a highly motivated diverse team to support the open organization culture of collaboration and transparency

+ Continually evaluate assumptions and data around key metrics like customer lifetime value, product attachment rates, ROI of programs, and other leading indicators of customer growth

+ Be the market intelligence expert on our buyers, who they are, how they buy, and their key buying criteria

+ Guide the customer success strategy to ensure outcomes for increasing renewal rates, product adoption, expansion, and advocacy, while reducing churn

+ Understand the competitive landscape; be an expert on our competition and how they are positioned

+ Understand and document our buyer’s process, including where they get information, and the who, what, when, and why behind the decisions they make; then guide changes to our sales and marketing processes based on what you learn

**What you will bring**

+ 15+ years of B2B program marketing experience in a technical industry

+ Experience supporting life cycle marketing for a technical Software-as-a-Service (SaaS) offering

+ Focus on customer experience and a clear understanding of its impact on a business

+ Understanding of the business of customer success balanced with a passion for making customers successful

+ Demonstrated executive leadership experience of a global customer life cycle marketing organization in a multi-billion dollar corporation

+ Expertise using digital marketing and analytics tools like Tableau or Adobe or third-party intent tools like 6sense, Bombora, etc., to build and optimize successful programs

+ Demonstrated ability to lead and develop strategies and integrated marketing campaigns that promote customer adoption; ability to carry out tactical elements of these plans

+ Solid project management, planning, and organizational skills with attention to detail

+ Excellent written, verbal, and presentation skills

+ Ability to develop relationships and communicate across all levels of the organization

+ Ability to handle multiple urgent tasks, projects, and relationships

+ Bachelor’s degree in a technology or any analytical discipline

\#LI-REMOTE

**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.

**Benefits**

+ 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.

**Interested in this job?**

Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Read our completeStatement of Commitment (https://www.redhat.com/en/about/our-culture/diversity-equity-inclusion/statement) to Diversity, Equity, and Inclusion

In accordance with Red Hat’s policies, U.S. government regulations, and our ongoing commitment to prioritizing the health and safety of our associates, their families, and the community at large, all Red Hat associates and contractors working in the United States must be fully vaccinated against COVID-19 no later than November 29, 2021. Should you require accommodation for medical or religious reasons, Red Hat will engage in an interactive process with you to determine if a reasonable accommodation can be provided in accordance with applicable City, State and/or Federal law.

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

**Posting Location : Location** _US-NC-Remote_

**Posting date** _11 hours ago_ _(12/2/2021 11:51 AM)_

**_Job ID_** _92095_

**_Workday ID_** _R-019227_