Customer Success Digital Orchestrator

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.

As aCustomer Success Digital Orchestrator you will play a pivotal role in shaping the future of how F5 best serves our customers. You will be responsible for creating our comprehensive next-generation digital Customer Success program which aims to improve customer time to value enhance customer experience and boost employee productivity. This role requires a dynamic individual who can innovate in the digital space champion a large cross-functional program and develop strategies to improve our ability to scale and drive outcomes across the customer lifecycle.

What will you do

• Design own and implement a cutting-edge digital Customer Success program that leverages AI technology to enhance our engagement model and drive meaningful customer outcomes.
• Collaborate closely with Sales Marketing Product and Support teams to create a cohesive customer journey and continuously improve our approach.
• Develop and execute innovative strategies to guide customers through the F5 customer journey ensuring adoption and value realization across various segments and personas.
• Streamline and enhance the efficiency of Customer Success Managers in serving their customers.
• Utilize various tools and modalities such as customer community knowledge base bots in-app messaging email campaigns webinars office hours and training opportunities.
• Analyze the effectiveness of digital program components and their impact on onboarding adoption retention and expansion.
• Managing and maintaining relationships with a high volume of customers. Owning the entire customer lifecycle from onboarding to renewals and upsells.
• Working cross-functionally with internal teams such as engineering product and support.

How do you qualify

• Showcase 5 years experience in a customer success working at a global SaaS B2B technology SaaS or enterprise software company.
• Hold a Bachelors degree in Computer Science Business Administration or a related field.
• Strong understanding of AI and MLL technologies and their application in a Customer Success organization
• Masters degree is a plus

Skills attributes and behaviors:

• Expertise in building a Digital Customer Success program with proven methods that support F5 customers.
• Demonstrated success in developing implementing and innovating digital customer engagement strategies.
• Skilled at leading large cross-functional initiatives that require vision setting stakeholder alignment execution and change management.
• Strong influencer with the ability to inspire and guide teams towards achieving strategic objectives.
• Analytical abilities with experience using data to measure success and inform strategy.
• Willingness and ability to operate in a fast-paced dynamic and high-growth technology environment.
• Experience with Gainsight and Gainsights Journey Orchestration.

Evaluation Criteria:

• Demonstrate a passion for designing scalable processes.
• Ability to break down ambiguous problems into manageable components and develop optimal solutions.
• Willingness to be hands-on and delve into complex operations.
• Exhibit a high level of ownership and commitment to your work.
• Excellent communication skills both written and verbal with a professional demeanor.
• Strong listening skills and openness to input from team members other departments and the ability to influence and engage others effectively.
• If you are a creative problem-solver possess strong analytical skills and thrive in a collaborative environment we would love to hear from you. Join our team and help us drive customer success to new heights!

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However the description may not be all-inclusive and responsibilities and requirements are subject to change.

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge skills experience geographic locations and market conditions as well as to reflect F5s differing products industries and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

You may also be offered incentive compensation bonus restricted stock units and benefits. More details about F5s benefits can be found at the following link: F5 reserves the right to change or terminate any benefit plan without notice.

Please note that F5 only contacts candidates through F5 email address (ending with @) or auto email notification from Workday (ending with or @).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race religion color national origin sex sexual orientation gender identity or expression age sensory physical or mental disability marital status veteran or military status genetic information or any other classification protected by applicable local state or federal laws. This policy applies to all aspects of employment including but not limited to hiring job assignment compensation promotion benefits training discipline and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting .