Senior Director, Customer Support & Success

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.

We are seeking an experienced and strategic Senior Director to lead technology delivery for our Customer Success, Support, Professional Services, and Shared Services functions. In this role, you will serve as the primary technology partner to these business teams—driving the strategy, design, and delivery of scalable, customer-centric solutions that enhance service execution, streamline operations, and improve the end-to-end customer experience. 

This role also oversees cross-functional technology capabilities that are foundational to the broader Customer Experience and Go-To-Market (GTM) ecosystem, which sits within the Digital organization. 

You will collaborate closely with leaders across Customer Support, Success, Services, and Digital to ensure our platforms and tools align with business objectives, increase productivity, and deliver measurable impact for both internal stakeholders and our customers. You’ll also play a pivotal role in defining and implementing AI capabilities across the Customer Experience pillar—leveraging intelligent automation, predictive insights, and next-generation customer engagement tools to enable smarter, more scalable, and more proactive experiences. 

Ultimately, you will help build secure, user-centered, and future-ready platforms that support operational excellence and sustainable business growth. 

Key Responsibilities 

• Act as the strategic technology partner for Customer Support, Success and Professional Services leadership, translating business objectives into a cohesive technology roadmap. 

• Lead the delivery of technology solutions supporting service case management, field and implementation services, project delivery, time tracking, customer support and engagement. 

• Oversee a portfolio of platforms, including CRM (e.g., Salesforce Service Cloud, Customer Experience Cloud), PSA tools (e.g., FinancialForce, Mavenlink, or similar), customer portals, knowledge bases, and AI-powered support solutions. 

• Drive digital transformation by enabling automation, data-driven decision-making, and proactive customer engagement strategies across both functions. 

• Collaborate cross-functionally with product, engineering, and Digital to ensure seamless integration and adoption of tools across systems and workflows. 

• Manage vendor relationships and technology partnerships related to service delivery and support platforms. 

• Manage a set of shared services, including UX/UI design, systems integration, security oversight, and environment management.  

• Define strategy for implementing AI capabilities across the Customer Experience pillar, leveraging automation, intelligent workflows, and predictive analytics to improve service efficiency, personalization, and customer satisfaction. 

• Partner with F5 Product and engineering, and Enterprise Architecture and Data teams