Customer Success Operations, Sr. Program 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.

Are you passionate about systems, data, and driving customer outcomes? Join us as a Customer Success Program Manager and help shape the future of how F5 delivers value to our customers. This role is perfect for experienced Customer Success Managers ready to scale their impact through strategic program leadership. 

This role requires a dynamic individual who can innovate, champion a large cross-functional program, and develop strategies to improve our ability to scale and drive outcomes across the customer lifecycle. 

What You’ll Do  

• Lead the design and execution of next-gen Customer Success programs that accelerate time-to-value, elevate customer experience, and boost team productivity. 

• Coordinate with key F5 stakeholders to design, build, launch, and measure the programs necessary to develop team culture and communication cross functionally.  

• Manage feature request backlogs and drive cross-functional collaboration across CS, CX, Sales, Product, and Support. 

• Communicate program impact to executive stakeholders and contribute to knowledge sharing via webinars, white papers, and internal resources. 

• Ensure the Customer Success team are aware of any changes to offering related processes and procedures including operational and business management changes. 

• Champion change management and culture-building initiatives across global CS teams. 

• Leverage AI to enhance engagement models and deliver scalable success strategies. 

• Collaborate closely with Sales, Marketing, Product, and Support teams to create a cohesive customer journey and continuously improve our approach.  

What You Bring 

• Required: 5+ years as a Customer Success Manager, with proven experience driving customer outcomes and managing strategic initiatives. 

• Bachelor’s degree and 8+ years in global organizations, with hands-on experience in customer success, program management, or related fields. 

• Strong business acumen, executive presence, and a customer-first mindset. 

• Expertise in project management, stakeholder alignment, and change enablement. 

• Experience with AI/ML applications in CS. 

• Excellent communication skills and ability to influence across teams. 

• Passion for innovation, collaboration, and continuous improvement. 

• Desire to thrive in a fast-paced, constantly changing, results-driven work environment. 

• Deep expertise in all aspects of project management: initiation, planning, execution, and closure. 

• Technical Aptitude to understand and explain the F5 products and services. 

• Ability to quickly grasp and distinctly explain technological and business concepts. 

• Proficiency in MS Office Suite (M