Customer Success Manager

Company	F5
Location	Seattle, WA, USA
Salary	$89200 – $133800
Type	Full-Time
Degrees	Bachelor’s, Master’s
Experience Level	Senior

Requirements

a level of technical experience within the industry
working knowledge of BIG-IP, NGINX, or similar technologies like load balancers, application delivery, application security and cloud networking
Experience in a customer-facing role within the technology industry, with proficiency in BIG-IP, NGINX, cloud-based solutions, and multi-cloud environments
5+ 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
Degree in Computing, Business, Information Technology, or equivalent professional experience preferred
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

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

Preferred Qualifications

Master’s degree as an alternative to a Bachelor’s degree
Degree in Computing, Business, Information Technology, or equivalent professional experience preferred