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.

We are seeking individuals who are passionate about systems, data, and technology!

As a Customer 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 Bachelor’s 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 

• Master’s 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 Gainsight’s 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! 

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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.

The annual base pay for this position is: $119,293.00 - $178,939.00

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 F5’s 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 F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. 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 @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].