Senior Customer Success Manager

At F5 we strive to bring a better digital world to life. Our teams empower organizations across the globe to create secure and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity from protecting consumers from fraud to enabling companies to focus on innovation.

Everything we do centers around people. That means we obsess over how to make the lives of our customers and their customers better. And it means we prioritize a diverse F5 community where each individual can thrive.

Senior Customer Success Manager

At F5 we are committed to bringing a better digital world to life. Our teams empower organizations globally to create secure and run applications shaping the future of cybersecurity and digital innovation. We prioritize diversity within the F5 community and strive to make a positive impact on the lives of our customers and their customers.

Position Overview

We are currently seeking an exceptional Customer Success Manager III to join our dynamic team. This role is pivotal in driving customer adoption and success for F5 Distributed Cloud solutions. The ideal candidate will possess technical acumen a customer-centric mindset and excellent communication skills.

Responsibilities

• Ensure the success of F5 Distributed Cloud customers by providing oversight adoption recommendations and risk management.
• Maintain an expert-level understanding of F5 Distributed Cloud solutions and educate customers on new features and releases ensuring they derive maximum value from our products and drive expansion opportunities.
• Develop and execute comprehensive success plans that drive customers to consistently achieve their strategic business outcomes.
• Lead strategic Quarterly Business Reviews with customers to ensure alignment of services with their long-term goals and objectives.
• Analyze and interpret adoption and utilization trends to provide strategic recommendations based on risk and business need.
• Conduct periodic customer health-checks to assess satisfaction and take action to ensure high retention rates.
• Identify renewal risks and collaborate with internal teams for successful renewals.
• Drive customer retention through quarterly reviews demonstrating the value of products and services.
• Champion the voice of the customer by providing strategic feedback to internal teams about products pain points and service experience.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However the description may not be all-inclusive and responsibilities and requirements are subject to change.

Skills & Experience

• 3 years experience in a customer-facing role involving SaaS solutions.
• Proven ability to quickly learn new technologies.
• Prior experience in a customer success/account management role particularly with large enterprise customers.
• Proven ability to navigate sophisticated enterprise organizations accelerate product adoption and promote growth opportunities.
• Customer-focused approach and consultative engagement style.
• Previous experience compiling and presenting meaningful value-rich business reviews.
• Data-driven curiosity; consistently analyzes data to uncover business insights and drive decision-making.
• Ability to prioritize multi-task collaborate with team members and perform effectively under pressure.
• Experience with F5 products a plus.

Qualifications

• Bachelors degree in a technical or business-related field (Computer Science Software Engineering Business Management Entrepreneurship).
• 6 - 8 years of customer-facing experience in a SaaS organization preferably with internet security cloud and network technologies.
• Customer obsession with a passion for ensuring customers success while balancing business needs.
• Excellent communication skills including issue tracking triaging and crisis management.
• Deep knowledge of the Customer Success industry.
• Ability to travel up to 10% of the time.
• Proficiency in English is required.
• This position requires residency in the EMEA time zone and working EMEA standard time zone hours.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However the description may not be all-inclusive and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @) or auto email notification from Workday (ending with or @).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race religion color national origin sex sexual orientation gender identity or expression age sensory physical or mental disability marital status veteran or military status genetic information or any other classification protected by applicable local state or federal laws. This policy applies to all aspects of employment including but not limited to hiring job assignment compensation promotion benefits training discipline and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting .