Director of Customer Success

Seattle, WA, United States

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. Come join us to lead an outstanding team of Operations, Data Analytics and Customer Success Managers ensuring customers achieve ROI and success along their journey with F5.

The CS Operations team are responsible for supporting our strategy, owning systems, process, tools, and CSM enablement all guided by data to maximize the efficiency and effectiveness of our Customer Success Managers across all touch points.

For over 20 years, we have been the industry leader in application delivery. Now, we are helping our customers thrive with any architecture and across multi-cloud environments. We are the only company in the world that powers applications from development through their entire lifecycle so our customers-enterprise businesses, service providers, governments, and consumer brands-can deliver differentiated, high-performing, and secure digital experiences that are changing the world.

But our success is not driven solely by what we do. We also care deeply about how we do it. Our culture is how we live, every single day, and it is producing outstanding results-not only for our customers, but also for our employees. We understand that your life is about more than just work, and we are committed to a culture that supports your whole life.

You would join us as a key member of the global Customer Success leadership team with a tremendous opportunity for collaboration working cross-functionally orchestrating results with Customer Success, Sales, Marketing, Product and Engineering, Global Services and Finance. You would be accountable for operational results such as GRR (Gross Revenue Retention) and NRR (Net Revenue Retention), time to adoption, customer health success and customer advocacy.

What will you do? Provide leadership for our Global Customer Success Operations team and low/digital touch team who embody the LeadF5 behaviors.

Be an active member of our Customer Success leadership team contributing to the achievement of customer advocacy, employee engagement & subscription/SaaS KPIs.

Partnering with VPs of Customer Success to define CS org capability and map maturity over defined time horizon.

Drive prioritization of strategic initiatives to improve effectiveness and efficiency of our CSMs in supporting customers in their ownership journey including:

Customer Health Scoring, Journey development & CSM Playbooks.

Adoption and Expansion campaigns in collaboration with F5 teams.

Collecting customer and product insights, identifying trends to inform action.

Change management and communication to internal & external teams.

CSM enablement and on-boarding content management.

Collaboration across F5 on new product introductions & CS requirements.

Content strategy for Customer Success assets & methodology ownership.

Leverage data & analytics to develop, lead, and measure results for CS programs.

Utilizing data insights to drive effective customer outreach.

Investigating AI (Artificial Intelligence) and automation opportunities.

Mature voice of the customer programs and insights to drive customer experience innovation across F5.

Leading the Low/digital touch teams to deliver the below value: Customer Loyalty & Value Generation Define the optimal segmentation strategy to maximize success with our low and digital touch team and ROI for on-going investment.

Ensure that customers derive value from their investment in us, adopt the offering, grow their consumption, identify new opportunities, and collaborate with other stakeholder teams to ensure a successful renewal.

Influence future lifetime value through higher product adoption, customer happiness and overall health scores.

Promote and educate customers on the resources available.

Guide our customer through significant journey moments such as on-boarding, upgrades, new releases, and new features adoption.

Leadership & Collaboration Passion for leading teams and contributing to the career development of individuals.

Strong focus on customer outcomes and utilizing voice of the customer to drive change.

Demonstrate executive level judgment, proactivity, and decision-making.

Ability to gather requirements from stakeholders & buy in on recommendations.

Bias towards data driven decision making.

Revenue forecasting and business development knowledge

Experience communicating & reporting customer operations data, correlating it with other data sets to find trends and business development insights.

How Do I qualify? Display 15+ years of management experience in a leadership role

Hold a BA/BS or equivalent.

Customer success experience is essential.

Communicate fluently in English (written and oral)

Physical Demands and Work Environment Duties are performed in a normal office environment while sitting at a desk or computer table. Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.

Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Regular travel may be required and being able to represent us in sophisticated customer-related meetings and relationship building

#LI-DC1 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 U.S. base pay range for this position is: $168,334.00 - $252,500.00 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 Yello/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 [email protected] .

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