Principal 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!

What will you do?

Customer Success & Value Generation 

• Ensure customers maximize the value of their F5 investment by fully utilizing licenses, adopting new use cases, and achieving strategic outcomes. 

• Guide customers through key technical milestones, including onboarding, deployment, upgrades, and adoption of BIG-IP, NGINX, and hybrid/multi-cloud environments. 

• Increase renewal rates, reduce churn, and drive business growth through advocacy and reference-ability. 

• Promote available resources and communities to encourage efficient product utilization and engagement. 

• Act as a trusted advisor, addressing improvement requests and resolving critical issues. 

Leadership & Collaboration 

• Partner with account teams and internal stakeholders to develop strategies, overcome customer pain points and create success plans that drive & optimize renewals. 

• Support customers' cloud and multi-cloud strategies, offering guidance and resources to align with their business goals. 

• Manage relationships across teams to streamline onboarding, training, and renewal activities while identifying cross-sell and up-sell opportunities. 

• Maintain accurate and consistent updates in the CRM system, documenting business objectives and success metrics. 

• Advocate for customers within sales, product, and support organizations, ensuring alignment with their needs and goals.