SaaS Customer Success Manager II

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.

At F5, we are committed to bringing a better digital world to life. Our teams empower organizations globally to create, secure, and run applications, shaping the future of cybersecurity and digital innovation. We prioritize diversity within the F5 community and strive to make a positive impact on the lives of our customers and their customers.

Position Overview

We are currently seeking an exceptional Customer Success Manager II to join our dynamic team. This role is pivotal in driving customer adoption and success for F5 Distributed Cloud solutions. The ideal candidate will possess technical acumen, a customer-centric mindset, and excellent communication skills.

What will you do?

• Ensure the success of F5 Distributed Cloud customers by providing oversight, adoption recommendations, and risk management.
• Maintain a deep understanding of F5 Distributed Cloud solutions and educate customers on new features and releases, ensuring they derive maximum value from our products and drive expansion opportunities.
• Help customers consistently achieve their business outcomes with success plans.
• Conduct Quarterly Business Reviews with customers to align services with their strategic goals.
• Monitor adoption and utilization trends, providing recommendations based on risk and business needs.
• Conduct periodic customer health-checks to assess satisfaction and take action to ensure high retention rates.
• Identify renewal risks and collaborate with internal teams for successful renewals.
• Drive customer retention through quarterly reviews, demonstrating the value of products and services.
• Advocate for customers, providing feedback to internal teams about products, pain points, and service experience.

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.

Skills & Experience

• Experience in a customer-facing role involving SaaS solutions.
• Proven ability to quickly learn new technologies.
• Prior experience in a customer success/account management role, particularly with large enterprise customers.
• Proven ability to navigate sophisticated enterprise organizations, accelerate product adoption, and promote growth opportunities.
• Customer-focused approach and consultative engagement style.
• Previous experience compiling and presenting meaningful, value-rich business reviews.
• Data-driven curiosity; consistently analyzes data to uncover business insights and drive decision-making.
• Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure.
• Experience with F5 products a plus.

How do I qualify?

• Hold a Bachelor’s degree in a technical or business-related field (Computer Science, Software Engineering, Business Management, Entrepreneurship).
• Showcase 3+ years of customer-facing experience in a SaaS organization, preferably with internet security, cloud, and network technologies.
• Customer obsession with a passion for ensuring customers’ success while balancing business needs.

Other areas of performance:

• Excellent communication skills, including issue tracking, triaging, and crisis management.
• Deep knowledge of the Customer Success industry.
• Ability to travel up to 10% of the time.
• Proficiency in English is required.

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.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

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 [email protected].