Sr. Customer Success Manager

F5 is dedicated to creating a better digital world and is seeking a Senior Customer Success Manager to enhance customer relationships and drive product adoption. The role involves guiding customers through onboarding and ensuring they maximize the value of F5's solutions while collaborating with internal teams to support customer success and growth.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 8+ years of experience delivering technology and business outcomes in Customer Success or a related role, with a Bachelor's degree; or 5+ years with a Master's degree
• Experience in a customer-facing role within the technology industry, with proficiency in BIG-IP, NGINX, cloud-based solutions, and multi-cloud environments
• 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
• 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
• Degree in Computing, Business, Information Technology, or equivalent professional experience preferred