Principal Customer Success Manager

Job Description:

Principal Customer Success Manager

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!

What will you do?

Customer Success & Value Generation

• 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.

Leadership & Collaboration

• 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.

Industry Knowledge

• 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.

Critical Thinking & Results

• 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.

Knowledge, Skills, and Abilities

• Experience in a customer-facing role within the technology industry, with proficiency in BIG-IP, NGINX, cloud-based solutions, and multi-cloud environments.

• Ability to distill complex technical and business concepts into clear, actionable insights.

• Proven ability to build lasting customer relationships and drive revenue growth.

• Strong communication, presentation, and problem-solving skills with a collaborative and proactive approach.

• Resilience under pressure with excellent time management and focus on delivery.

• Availability to travel up to 25% within the AMER region, including occasional out of country trips.

Qualifications

• Showcase 12+ years of experience delivering technology and business outcomes in Customer Success or a related role, with a Bachelor’s degree; or 8+ years with a Master’s degree.

• Hold a Degree in Computing, Business, Information Technology, or equivalent professional experience preferred.

• 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.