Customer Success Manager III

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 at F5 is integral to our long-term success as a company. Our team of Customer Success Managers (CSM) are trusted advisors: from the point of sale and extending through onboarding, project success, and renewals.

You will partner closely with internal F5 groups, provide input to a customer’s strategic plans and helps our customers identify areas to improve their use of and uncovering new uses for F5 amongst their portfolios.

Customer Success activities could include on-boarding, support, services, adoption, advocacy, retention, and outcomes such as renewals, up-sell and churn reduction. You will act as an enabler to ensure the customer remains successful and engaged with the solution, so they understand the full value of their investment with F5.

You will focus on "the goals" but flexible in the approach. You'll act as an enabler to ensure our customers are successful and engaged and understand the full value of their investment with F5.

As part of the role, the CSM will continuously improve on network and internal relationships, working closely internally and externally to enable further adoption of F5 products within our customers.

Customer Loyalty & Value Generation

• Ensure that customers derive value from their investment in F5, utilize all of their licenses, identify new opportunities, and collaborate with other F5 teams to ensure adoption and a successful renewal.

• Increase of renewal rates and reducing churn.

• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.

• Drive new business growth through greater advocacy and reference-ability.

• Promote and educate customers on the resources and wider customer communities available. These forums will encourage engagement, drive future projects forward and efficient utilization.

• Act as a ‘mentor’ by working in partnership with the customers support service to ensure it is being effective for improvement requests and critical issues.

• Guide our customers through significant service achievements such as upgrades, new releases and new features.

• Ensure customer successfully achieves desired business outcomes

Leadership & Collaboration

• Where applicable partner we with our account teams and other internal teams to develop successful account strategies and plans that direct company resources to encourage renewal and return of investment cross pillar.

• Engage with our customers' cloud strategies and the guide them by providing resources that can assist their strategic business direction.

• Manage internal relationships to promote customer success activities such as on-boarding, training, professional services, customer support, renewals, cross-sell/up-sell, advocacy.

• Diligently and consistently update the internal Customer Relationship Management system with the customer’s business objectives and any metrics that define success to the customer.

• Develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle.

• Advocate on behalf of customer with sales, product, and support organizations.

Industry Knowledge

• Aid the F5 team in mapping customer journey.

• Delivers regular business reviews and success plans to senior executives and key business partners.

• Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success.

• Develop an understanding of typical challenges faced by customers and appropriately map F5 features and associated business benefits to address their needs.

Demonstrate Critical Thinking, Innovation & Ability to Deliver Results

• Analyze data to enable us to develop a plan for each customer to ensure outcomes are measurable.

• Use customer surveys for product and service feedback to help product management define the product roadmap and build continuous performance improvements across all teams.