Customer Success Manager

F5 Networks; Dubai; On-site; AED 120,000 - 150,000; Full time

Job summary

A leading company is seeking a Customer Success Manager to enhance customer engagement and ensure successful adoption of their solutions. The role requires technical expertise in BIGIP and NGINX, alongside strong communication and relationship-building skills. The ideal candidate will drive customer success and manage strategic relationships, contributing to the company's growth. This position offers opportunities for professional development and a commitment to diversity and inclusion.

Qualifications

• 5+ years in Customer Success or related roles.
• Degree in Computing, Business, or Information Technology preferred.

Responsibilities

• Maximize customer value and guide through onboarding and deployment.
• Act as a trusted advisor and advocate for customers.

Skills

Customer Success

Communication

Problem Solving

Relationship Building

Education

Bachelor's degree

Master's degree

Tools

BIGIP

NGINX

Job description

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create secure and efficient applications that enhance our digital experiences. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to innovate.

Everything we do centers around people. We focus on improving the lives of our customers and their users, and we prioritize a diverse F5 community where everyone can thrive.

Position Summary

Customer Success is vital to our long-term success. Our Customer Success Managers (CSMs) are trusted advisors who guide customers from sale through onboarding, project success, adoption, and renewals. CSMs work closely with internal teams to provide strategic insights, enhance customer use of F5 solutions, and identify opportunities for expansion.

This role requires technical experience in the industry, including knowledge of BIGIP, NGINX, or similar technologies like load balancers, application delivery, security, and cloud networking. The CSM will help customers maximize their investments, ensure adoption of F5 solutions, and promote successful business outcomes.

We seek dynamic, goal-driven CSMs who excel at adapting strategies to meet changing customer needs. They will keep customers engaged, guide them to achieve their goals, and ensure they realize the value of their F5 investment.

Primary Responsibilities

Customer Success & Value Generation

• Maximize customer value by utilizing licenses, adopting new use cases, and achieving strategic outcomes.
• Guide customers through onboarding, deployment, upgrades, and adoption of BIGIP, NGINX, and hybrid/multicloud environments.
• Increase renewals, reduce churn, and drive growth through advocacy and references.
• Promote resources and communities for efficient product use and engagement.
• Act as a trusted advisor, addressing improvement requests and resolving issues.

Leadership & Collaboration

• Partner with account teams and stakeholders to develop strategies, overcome pain points, and create success plans.
• Support cloud and multicloud strategies, aligning with business goals.
• Manage relationships to streamline onboarding, training, and renewals, and identify upsell opportunities.
• Maintain accurate records in CRM, documenting objectives and success metrics.
• Advocate for customers within sales, product, and support teams.

Industry Knowledge

• Identify engagement opportunities and deliver tailored success plans.
• Use customer data to develop growth and renewal strategies.
• Leverage expertise in BIGIP, NGINX, and cloud solutions to address challenges.

Critical Thinking & Results

• Create measurable success plans based on customer data and provide feedback to product teams.
• Contribute to tools, systems, and best practices in Customer Success.
• Perform duties aligned with company ethics and policies.

Knowledge, Skills, and Abilities

• Experience in customer-facing roles in technology, with proficiency in BIGIP, NGINX, and multicloud solutions.
• Ability to simplify complex technical and business concepts.
• Proven relationship-building and revenue-driving skills.
• Strong communication, presentation, and problem-solving skills.
• Resilience, time management, and focus on delivery.
• Willingness to travel up to 25%, including occasional international trips.

Qualifications

• 5+ years in Customer Success or related roles, with a Bachelor's degree, or 5+ years with a Master's degree.
• Degree in Computing, Business, Information Technology, or equivalent experience preferred.
• Deep understanding of BIGIP, NGINX, or similar technologies like load balancing, application delivery, security, or cloud networking.
• Fluent in written and spoken Arabic; fluency in English is a plus.

The job description provides a general overview of responsibilities and requirements, which may evolve over time.

Please note: F5 contacts candidates via official email addresses (@f5.com) or automated notifications from Workday.

F5 is committed to equal employment opportunity, welcoming applicants regardless of race, religion, gender, age, disability, or other protected categories. We offer accommodations for candidates upon request.

Required Experience: Manager