Principal Customer Success Manager

F5 Networks; United States; Remote; USD 153,000 - 230,000; Full time

Job summary

F5 Networks seeks a dynamic Customer Success Manager to enhance customer engagement and success. The role involves guiding clients in maximizing their use of F5 technologies like BIG-IP and NGINX, ensuring adoption and driving strategic outcomes. This is an opportunity to make significant impacts in customer relationships by advocating for their needs and promoting product utilization.

Benefits

Incentive compensation

Bonus opportunities

Restricted stock units

Comprehensive benefits package

Qualifications

• 12+ years in a customer-facing tech role or 8+ years with a Master’s.
• Knowledge of cloud-based solutions and multi-cloud environments.
• Experience with application delivery and security technologies.

Responsibilities

• Ensure customers maximize their F5 investment and adoption.
• Guide customers through key technical milestones and renewals.
• Analyze customer data to develop measurable success plans.

Skills

Communication

Problem-solving

Strategic thinking

Collaboration

Customer advocacy

Education

Bachelor’s Degree

Master’s Degree

Tools

BIG-IP

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 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 trip s.

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.

#LI-KT1

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: $153,100.00 - $229,700.00

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 [e-mail] .