Customer Success Executive (Telco)

✨ What you’ll be working on

Red Hat is looking for a customer-focused technology professional to join the team as a Customer Success Executive (Telco). In this role, you’ll work closely with major telecommunications customers, helping them get the most value from their Red Hat solutions after the sale.

You’ll act as a trusted advisor throughout the customer journey, ensuring successful product adoption, strong customer satisfaction, subscription renewals, and long-term business growth. You’ll also collaborate with sales, engineering, consulting, support, and services teams to deliver successful customer outcomes.

This role combines customer relationship management, project leadership, and technical coordination. You’ll oversee complex customer projects, manage software portfolios, and help customers successfully deploy and use Red Hat technologies.

For strategic accounts, you’ll work alongside partners to create stakeholder management plans, align business goals, and support migration projects to Red Hat infrastructure solutions throughout the post-sales lifecycle.

Success in this role requires excellent organization, attention to detail, and experience managing IT or software consulting projects using structured project management practices. Your goal is to build lasting customer relationships while helping customers maximize the value of their Red Hat investments.

What You’ll Do

• Serve as the primary point of contact for all post-sales activities with your assigned customers worldwide.
• Support pre-sales activities by answering RFPs related to consulting, lifecycle services, and technical support.
• Participate during proof-of-concept engagements to ensure a smooth customer experience from evaluation through production.
• Work closely with Telco engineering teams to prioritize product issues, feature requests (RFEs), and support exceptions required for customer projects.
• Lead cross-functional teams responsible for delivering customer support and professional services.
• Build trusted relationships with customers through regular communication, governance meetings, training, project coordination, and subscription management.
• Help customers successfully deploy, adopt, and manage Red Hat products throughout their lifecycle.
• Identify and manage project risks, actions, issues, and dependencies (RAID) alongside project managers.
• Prepare project documentation, including kickoff presentations, status updates, and project closeout reports.
• Coordinate with Project Managers, Territory Services Managers, and the Resource Management Office (RMO) to ensure the right resources are assigned to customer projects.
• Act as an Agile leader by supporting planning, team collaboration, continuous improvement, coaching Product Owners, and strengthening team performance.
• Drive long-term customer satisfaction, product adoption, subscription renewals, and business growth.
• Work closely with services sales, product sales, architects, engineers, customer support, and other internal teams.
• Participate in executive business reviews and key customer meetings.
• Manage customer escalations related to products, services, and support delivery while working closely with Red Hat account teams.
• Oversee customer profitability by managing revenue recognition, project efficiency, productivity, budgets, and delivery costs.
• Monitor customer satisfaction using NPS metrics, review feedback with account teams, and ensure improvement plans are completed.
• Stay informed about emerging technologies and understand how they influence customer architecture and business services.
• Build strong relationships with customer partners and collaborate with Red Hat partner teams to deliver successful multi-vendor solutions.
• Work with field-facing partner organizations to maintain high-quality service delivery and review embedded service KPIs.
• Develop migration plans that help customers transition from partner-managed environments to Red Hat’s direct platform while continuing to support partner applications.
• Collaborate with technical sales teams and account executives to successfully plan and execute customer migration projects.

What You’ll Bring

• 5+ years of experience working in the telecommunications industry.
• 8+ years of experience in customer relationship management, customer success, or project management.
• Strong experience defining project scope, managing customer expectations, and resolving project risks and issues.
• Solid understanding of telecommunications networking, enterprise IT infrastructure, and software development environments.
• Knowledge of NFV, SDN, mobile networking technologies (5G, 4G, 3G, 2G), RAN, and fixed network architectures.
• Excellent communication and relationship-building skills with stakeholders at all levels.
• Bachelor’s degree in Engineering, Technology, or a related field, or equivalent certifications such as CCNP or JCNP.
• Project Management or Scrum certifications are an added advantage.
• Experience leading project managers and cross-functional technical teams.
• Proven ability to work with engineering, product management, project management, customer support, and service delivery teams.
• Experience driving operational improvements, governance initiatives, compliance, and service quality.
• Ability to use operational metrics to identify opportunities for continuous process improvement.
• Passion for open-source technologies and a commitment to creating an inclusive workplace.

Why Join Red Hat?

Red Hat is one of the world’s leading providers of enterprise open-source software solutions. Its technologies power organizations around the globe with Linux, hybrid cloud, containers, Kubernetes, and automation platforms.

With teams across more than 40 countries, Red Hat offers flexible work environments that may include office, hybrid, or fully remote work depending on the role. The company encourages open collaboration, welcomes new ideas from every employee, and values innovation regardless of job title or experience level.

If you’re passionate about technology, customer success, and solving meaningful business challenges while working in an open and collaborative culture, Red Hat offers an excellent place to grow your career.