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.
Bring and showcase a level of technical know-how within the tech space, including working knowledge of BIG-IP, NGINX, or with some understanding in similar technologies like load balancers, application delivery, application security and cloud networking. You 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 Customer Success Managers who excel at adapting their strategies to meet the ever-changing needs of our customers. You 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.
You will play an essential 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 you're passionate about empowering customers and driving long-term value, we invite you to join our team and make a significant impact!
**This opportunity is located on the US East Coast.
What will you do?
Customer Success & Value Generation
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Ensure that customers derive value from their investment with us, utilize all of their licenses, identify new opportunities, and collaborate with other partner teams to ensure adoption and a successful renewal.
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You will assist in providing renewal rates and reduce churn.
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You'll influence future lifetime value through higher product adoption, customer happiness and overall health scores.
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Drive new business growth through greater advocacy and reference-ability.
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Promote and educate customers on the resources and wider customer communities available to the customer. These are the forums which will encourage engagement, drive future projects forward and efficient utilization.
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You'll act as a ‘coach’ in working effectively with the customers support service to ensure it is being effective for improvement requests and partner concerns.
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Guide your customer through significant service milestones such as upgrades, new releases and new features.
Leadership & Collaboration
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Where applicable, partner with the account team and other internal teams to develop successful account strategies and plans that direct company resources to encourage renewal and return of investment cross pillar.
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Engage and understand the customers cloud strategy and the guide them by providing resources that can assist their strategic business direction.
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Lead internal relationships to promote customer success activities such as on-boarding, training, professional services, customer support, renewals, cross-sell/up-sell, advocacy.
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Diligently and consistently update the internal Customer Relationship Management system with the customer’s business objectives and any metrics that define success to the customer eg. return on investment.
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Develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle.
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Support customers' cloud and multi-cloud strategies, offering guidance and resources to align with their business goals.
Industry Knowledge
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Drive the customer journey by identifying engagement opportunities and delivering tailored success plans.
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Use customer usage data and health indicators to develop actionable strategies for growth and renewal.
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Leverage expertise in BIG-IP, NGINX, and distributed cloud solutions to address customer challenges effectively.
Critical Thinking & Results
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Analyze customer data to create measurable success plans and provide feedback to product teams, influencing roadmap improvements.
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Champion Customer Success by contributing to tools, systems, and best practices.
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Ensure alignment with company ethics and policies while performing additional related duties as assigned.
Knowledge, Skills, and Abilities
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Experience in a customer-facing role within the technology industry, with proficiency in SaaS technology, BIG-IP, NGINX, cloud-based solutions, and multi-cloud environments.
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Ability to distill complex technical and business concepts into clear, actionable insights.
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Proven ability to build lasting customer relationships and drive revenue growth.
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Strong communication, presentation, and problem-solving skills with a collaborative and proactive approach.
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Resilience under pressure with excellent time management and focus on delivery.
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Proficiency in English is required
Qualifications
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Showcase 5+ years of experience delivering technology and business outcomes in Customer Success or a related role, with a Bachelor’s degree; or 3+ years with a Master’s degree.
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Hold a Degree in Computing, Business, Information Technology, or equivalent professional experience preferred.
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Genuine 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.
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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: $89,220.00 - $133,830.00
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].
Top Skills
What We Do
F5 application services ensure that applications are always secure and perform the way they should—in any environment and on any device.
F5 (NASDAQ: FFIV) powers applications from development through their entire life cycle, across any multi-cloud environment, so our customers – enterprise businesses, service providers, governments, and consumer brands—can deliver differentiated, high-performing, and secure digital experiences.
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