Customer Success Enablement & Communications Lead

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.

Customer Success Enablement & Communications Lead

As a Customer Success Enablement & Communications Lead, you will play a pivotal role in shaping how Customer Success teams learn, communicate, and adopt new processes across F5. You will be responsible for designing our next generation enablement experiences, elevating how we communicate across the organization, and ensuring our teams have the knowledge, tools, and confidence they need to deliver exceptional customer outcomes.

This role requires a dynamic individual who can innovate, translate complexity into clear guidance, and champion cross functional initiatives that drive consistency, readiness, and alignment across the customer lifecycle. You will develop strategies and content that improve CSM onboarding, accelerate product understanding, strengthen organizational communication, and drive smooth adoption of new processes and tools, ultimately improving customer experience, team productivity, and operational excellence.

What You’ll Do

Accreditation, Learning & Onboarding

• Lead CS Accreditation design, integrating product readiness with CS Certification and role-based competencies.
• Design and maintain the global new hire onboarding experience for CS roles, including structured paths, milestone tracking, and content governance.
• Create and operationalize the Buddy Program, standardizing how SMEs support and train new hires, frameworks, expectations, and feedback mechanisms.
• Develop role-based learning modules to upskill CS on product, systems and customer engagement skills.

Customer & CSM Enablement Content

• Expand customer webinars into a scalable, multi-product program, including curriculum, messaging, assets, and delivery of playbooks.
• Use AI to generate first-draft enablement assets, such as playbooks, talk tracks, customer-facing guides, and product walkthroughs, while maintaining human oversight for accuracy and tone.  Partner with Product, Marketing and internal teams to collaborate on best practices and content.
• Develop scalable video workflows using AI tools for script generation, video editing, voiceover, and translation/subtitling to reach global teams.
• Apply AI to synthesize product documentation, release notes, and customer insights into ready-to-use content for CSMs.
• Produce practical, digestible enablement assets: guides, tool walk-throughs, talk tracks, and success path playbooks.

Communication Strategy

• Own the CS-wide communications framework: channels, frequency, guidelines, voice, and governance.
• Lead end-to-end production of the CS Newsletter, Ops meeting recaps, and product/process change announcements.
• Ensure communications are consistent, concise, and coordinated across CS Ops, Product, and Marketing.
• Leverage AI to classify, tag, and summarize communications, ensuring information is searchable, consistent, and easy for CSMs to consume.
• Build and maintain a single, searchable repository for CS communications, documentation, and updates (e.g., SharePoint/Confluence).

Change Management & Adoption

• Serve as the primary change management lead for process and tool updates across the CS organization.
• Build change strategies: value messaging, benefit storytelling, training plans, FAQs, enablement kits, and reinforcement loops.
• Partner with Program Managers and other F5 teams to ensure process and program updates are clearly explained, trained, and adopted by the CS Org.
• Collect, synthesize, and communicate field feedback, closing the loop with improvements and visibility.
• Leverage AI chatbots or copilots to support frontline CSMs with “in-the-moment” answers about new processes, tools, or workflows.
• Use AI to collect and categorize field feedback, surfacing themes and trends to accelerate improvement loops.

What You Bring

• 5+ years in Customer Success, Enablement, Operations, or Program Management roles.
• Bachelor’s degree and 8+ years of professional experience in global organizations, preferably within SaaS or broader technology industries, with hands‑on expertise in Customer Success