Customer Success Administrator

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.

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

You will act as a key member within Customer Success, responsible for managing internal processes, systems, and administrative tasks that enable the Customer Success team to deliver an excellent customer experience. This role ensures that CSMs have the necessary tools, data, and support to operate efficiently and drive customer outcomes.

This role will eventually evolve into an Operations position, requiring customer-facing experience and the ability to manage multiple customers simultaneously. The primary responsibility is to ensure seamless adoption, utilization, and satisfaction by providing reactive support based on incoming customer requests.

The ideal candidate is detail-oriented, organized, and capable of handling multiple projects under tight deadlines while working independently and efficiently. Essential skills include excellent written and verbal communication, proficiency in Gainsight, PowerPoint, and Excel (formulas/pivot tables), and the confidence to learn new tools and technologies.

***This position is located at our Guadalajara, Mexico HQ. This is a hybrid position that requires you to be in the office 30-days per quarter.

What will you do? 

• Manage internal processes, systems, and administrative tasks within the Customer Success team.

• Monitor how customers are using our product and identify any potential issues before they escalate.

• Generate reports to track user engagement and product adoption rates.

• Utilize analytics tools to analyze user engagement and product adoption.

• Pinpoint areas where customers may need additional support.

• Identify opportunities for upselling based on customer usage data.

• Manage and maintain Customer Success platforms ensuring data accuracy and system integrity.

• Ensure customer data is kept up to date and aligned across systems.

• Assist in the implementation and documentation of new processes and workflows to improve team efficiency.

• Manage internal documentation, playbooks, and knowledge bases for the CS team.

• Act as a point of contact for CS-related administrative needs across the organization.

How do you qualify? 

• 8+ years of experience in an administrative, operations, or support role, ideally within Customer Success, Sales Operations, or a related field.

• Experience with CS tools such as Gainsight, Salesforce, or similar platforms is a plus.

• Strong organizational and problem-solving skills, with attention to detail.

• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

• Strong communication skills and ability to work cross-functionally.

• Proficiency in Microsoft Office (Excel, PowerPoint, Teams)

• 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! 

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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].