Customer Success Manager III

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.

Position Summary

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

This role requires a level of technical experience within the industry. Including working knowledge of BIG-IP NGINX or with experience in similar technologies like load balancers application delivery application security and cloud networking. The CSM 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 CSM who excel at adapting their strategies to meet the ever-changing needs of our customers. These professionals 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.

As a CSM you will play a vital 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 youre passionate about empowering customers and driving long-term value we invite you to join our team and make a significant impact.

Primary Responsibilities

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.

Industry Knowledge

• Drive the customer journey by identifying engagement opportunities and delivering tailored success plans.
• Use customer usage data and health indicators to develop actionable strategies for growth and renewal.
• Leverage expertise in BIG-IP NGINX and distributed cloud solutions to address customer challenges effectively.

Critical Thinking & Results

• Analyze customer data to create measurable success plans and provide feedback to product teams influencing roadmap improvements.
• Champion Customer Success by contributing to tools systems and best practices.
• Ensure alignment with company ethics and policies while performing additional related duties as assigned.

Knowledge Skills and Abilities

• Experience in a customer-facing role within the technology industry with proficiency in BIG-IP NGINX cloud-based solutions and multi-cloud environments.
• Ability to distill complex technical and business concepts into clear actionable insights.
• Proven ability to build lasting customer relationships and drive revenue growth.
• Strong communication presentation and problem-solving skills with a collaborative and proactive approach.
• Resilience under pressure with excellent time management and focus on delivery.
• Availability to travel up to 25% within your home region including occasional out of country trips.

Qualifications

• 8 years of experience delivering technology and business outcomes in Customer Success or a related role with a Bachelors degree; or 5 years with a Masters degree.
• Degree in Computing Business Information Technology or equivalent professional experience preferred.
• Deep understanding of BIG-IP NGINX and/or experience in comparable technologies or solutions within the industry such as load balancing application delivery security or cloud networking platforms.

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 .