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.

Customer Success is integral to our long-term success as a company. Our team of Customer Success Managers (CSMs) are trusted advisors, guiding customers from the point of sale through onboarding, project success, adoption, and renewals. They collaborate closely with internal teams to provide strategic insights, enhance customer use of F5 solutions, and identify opportunities for expanding product adoption. 

Bring and showcase a level of technical know-how within the tech space, including working knowledge of BIG-IP, NGINX, or with some understanding in similar technologies like load balancers, application delivery, application security and cloud networking. You will help customers maximize the value of their investment, ensure adoption of F5 solutions across their portfolios, and promote successful business outcomes. 

We are looking for dynamic, goal-driven Customer Success Managers who excel at adapting their strategies to meet the ever-changing needs of our customers. You will act as enablers, keeping customers engaged, guiding them to achieve their desired outcomes, and ensuring they fully realize the value of their F5 investment. 

You will play an essential role in fostering strong customer relationships, driving adoption, and advocating for customer needs across the organization. Your ability to think strategically, communicate effectively, and collaborate cross-functionally will be key to creating meaningful, measurable success for our customers. If you're passionate about empowering customers and driving long-term value, we invite you to join our team and make a significant impact!

**This opportunity is located at the F5 Tower and is a Hybrid position. You will need to get into the Tower 30 days per quarter.

What will you do?

Customer Success & Value Generation 

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

• You will assist in providing renewal rates and reduce churn.

• You'll influence future lifetime value through higher product adoption, customer happiness 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 to the customer. These are the forums which will encourage engagement, drive future projects forward and efficient utilization.

• You'll act as a ‘coach’ in working effectively with the customers support service to ensure it is being effective for improvement requests and partner concerns.

• Guide your customer through significant service milestones such as upgrades, new releases and new features.

Leadership & Collaboration 

• Where applicable, partner with the account team 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 and understand the customers cloud strategy and the guide them by providing resources that can assist their strategic business direction.

• Lead 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 eg. return on investment.

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

• Support customers' cloud and multi-cloud strategies,