Customer Success Manager II

f5 Networks

Primary Responsibilities

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 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 your home region, including occasional out of country trips.

Qualifications

• 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.