Principal Product Manager – Customer Success & Support

Why this role matters

At F5 our mission is to power and protect every appanywhere. As we scale SaaS and recurring revenue our Customer Support and Experience platforms are mission-critical. Were modernizing how customers get help: from AI-powered self-service and optimized case routing to agent experience and enterprise-grade compliance. The Principal PM will own strategy roadmap and outcomes across platforms (Salesforce Azure best-of-breed partners) and will combine deep domain expertise PLG thinking and practical AI know-how to deliver measurable business impact.

Position summary

You will lead product strategy and execution for global support systems and customer-facing experiences (myF5 portal case management knowledge omni-channel entitlement & SLA handling). Youre an expert in customer support workflows a proven operator who can drive PLG-style adoption and product-led outcomes and an AI-fluent builder who designs safe useful AI into support journeys. Youll partner across Customer Support Operations Digital Engineering Security Product and external vendors to deliver secure scalable data-driven solutions that improve customer experience agent productivity and operational efficiency.

Key responsibilities

• Set the long-term product strategy and roadmap for customer support systems (myF5 Service Cloud Experience Cloud integrations) aligning to corporate OKRs and business partner priorities.

• Lead PLG efforts across the Customer Success / Support pillar: design in-product triggers guided onboarding self-service funnels activation metrics and growth experiments that increase adoption and reduce costly assisted support.

• Own requirements and delivery for enterprise case management: entitlement & contract validation SLA tracking routing & escalation queues agent tooling and omni-channel (chat voice email social).

• Design and operationalize AI capabilities safely and effectively: RAG/knowledge retrieval LLM-assisted agent recommendations smart summarization intent classification conversational assistants and automated knowledge generation including guardrails for hallucination data privacy and explainability.

• Drive knowledge management strategy: article lifecycle governance content quality Coveo-powered search optimization content analytics and automated knowledge creation/maintenance flows.

• Partner with cross-functional stakeholders and vendors (Certinia Pendo Gainsight Qualtrics Coveo etc.) to deliver integrated data-driven workflows and single-source-of-truth customer context.

• Ensure compliance and security posture (FedRAMP/GovCloud readiness where ) MFA audit trails and collaboration with InfoSec and Compliance on platform governance.

• Translate complex business needs into clear epics user stories acceptance criteria and prioritization for Agile engineering teams; be comfortable rolling up your sleeves to prototype or validate solutions.

• Define instrument and own KPIs and dashboards (self-service deflection CSAT NPS SLA compliance MTTR cost-per-ticket feature adoption time-to-first-response) and use analytics to iterate roadmap and experiments.

• Evangelize product vision influence executives and partners and mentor more junior PMs where applicable.

What success looks like

• Measurable increase in self-service adoption and case deflection (e.g. X% deflection reduced assisted volume).

• Reduced average time-to-resolution and improved SLA compliance for priority customers.

• Launched safe effective AI assistants that demonstrably improve agent productivity and customer satisfaction without introducing privacy or hallucination risk.

• High stakeholder satisfaction: support sales compliance and engineering leaders see tangible improvements in workflow efficiency and platform stability.

• Roadmap execution with demonstrable business outcomes that map to corporate OKRs.

Required qualifications

• 10 years of progressive Product Management experience; at least 5 years owning enterprise-scale customer support or service experience platforms (Salesforce Service Cloud Experience Cloud) in global or SaaS environments.

• Hands-on experience designing and shipping case management knowledge and omni-channel support systems at scale.

• Demonstrated product-led growth experience: designing experiments funnels in-product nudges and activation flows that drive adoption and retention.

• Practical experience with AI in production: LLMs retrieval-augmented generation knowledge automation conversational UI and an understanding of failure modes and mitigation strategies (hallucination data leakage bias).

• Strong track record working with and integrating third-party tools (Certinia Pendo Gainsight Qualtrics Coveo or equivalents).

• Deep understanding of security & compliance requirements for enterprise/government customers (FedRAMP GovCloud familiarity preferred).

• Proven ability to influence and maintain strong relationships with business partners across support product operations sales and security.

• Excellent communication skills able to translate complex technical concepts for execs and to write crisp product requirements for engineers.

• Bachelors degree in Business Computer Science Information Systems or related field. Advanced degree (MBA MS) preferred.

Differentiators

• Prior experience running Salesforce transformations or migrating support platforms at enterprise scale.

• Experience operating in regulated environments supporting government/commercial customers.

• Certifications: Salesforce (Administrator/Service Cloud) Product Management or relevant AI coursework.

• Experience with Azure cloud services APIs and platform integration patterns.

• Experience building observability and safety tooling for ML/AI systems.

Skills & behaviors we value

• Strategic thinker who pairs vision with rigorous execution.

• Customer-obsessed with an operators mindset cares about outcomes and is comfortable iterating quickly.

• Collaborative leader who builds trust with business partners and technical teams.

• Data-driven decision maker: you use metrics to prioritize justify tradeoffs and measure impact.

• Pragmatic AI champion: you understand opportunities and limits and can operationalize AI responsibly.

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