Devon Spake

Experience

1. Program Manager, Global Customer Success Strategy and Methodology

   Red Hat

   Jul 2021 — Present

   I work as part of our global practices team to translate our strategic business objectives into a cohesive Customer Success Management strategy including: role strategy and evolution, workflow and process design, engagement methodology, impact measurement and more. Key Projects: • Collaboration on design for a new Customer Success role design including job description, role leveling, engagement model, management system, and more to drive revenue expansion and retention • Design, implementation, and enablement for a Success Plan template and process that is our global standard in use with all customers in our top 800 enterprise accounts • Creation of a global management process for evaluating Success Plan quality, and coaching towards continuous improvements to drive customer adoption and key business outcomes • Leading a global workstream to develop new playbooks that outline processes and workflows for our highest-value customer engagements activities to drive revenue retention and expansion