Customer Success Operations, Principal Program Manager

Overview

Customer Success Operations, Principal Program Manager — F5, Greater London, England, United Kingdom.

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.

Are you passionate about systems, data, and driving customer outcomes? Join us as a Customer Success Principal Program Manager and help shape the future of how F5 delivers value to our customers. This role is perfect for experienced Customer Success Managers ready to scale their impact through strategic program leadership.

This role requires a dynamic individual who can innovate, champion a large cross-functional program, and develop strategies to improve our ability to scale and drive outcomes across the customer lifecycle.

What You’ll Do

• Lead the design and execution of next-gen Customer Success programs that accelerate time-to-value, elevate customer experience, and boost team productivity.
• Coordinate with key F5 stakeholders to design, build, launch, and measure the programs necessary to develop team culture and communication cross functionally.
• Manage feature request backlogs and drive cross-functional collaboration across CS, CX, Sales, Product, and Support.
• Communicate program impact to executive stakeholders and contribute to knowledge sharing via webinars, white papers, and internal resources.
• Ensure the Customer Success team are aware of any changes to offering related processes and procedures including operational and business management changes.
• Champion change management and culture-building initiatives across global CS teams.
• Leverage AI to enhance engagement models and deliver scalable success strategies.
• Collaborate closely with Sales, Marketing, Product, and Support teams to create a cohesive customer journey and continuously improve our approach.

What You Bring

• Required: 5+ years as a Customer Success Manager, with proven experience driving customer outcomes and managing strategic initiatives.
• Bachelor’s degree and 8+ years in global organizations, with hands-on experience in customer success, program management, or related fields.
• Strong business acumen, executive presence, and a customer-first mindset.
• Expertise in project management, stakeholder alignment, and change enablement.
• Experience with AI/ML applications in CS.
• Excellent communication skills and ability to influence across teams.
• Passion for innovation, collaboration, and continuous improvement.
• Desire to thrive in a fast-paced, constantly changing, results-driven work environment.
• Deep expertise in all aspects of project management: initiation, planning, execution, and closure.
• Technical Aptitude to understand and explain the F5 products and services.
• Ability to quickly grasp and distinctly explain technological and business concepts.
• Proficiency in MS Office Suite (MS Excel & Power Point).
• Design, implement, and facilitate skills & technology enablement for CSMs.
• Experience with Gainsight and Gainsight’s Journey Orchestration is a plus.

What We’re Looking For

• A passion for building scalable, customer-centric processes.
• Ability to simplify complex, ambiguous challenges into clear, actionable solutions.
• Hands-on approach with a bias for action and operational excellence.
• Strong ownership mindset and commitment to driving results.
• Exceptional communicator—clear, confident, and professional across all levels.
• Active listener who values collaboration and can influence cross-functional teams.
• Creative problem-solver with sharp analytical skills and a love for teamwork.

If you’re energized by solving meaningful problems, shaping customer experiences, and working in a fast-paced, collaborative environment, this is your opportunity to make a big impact. Let’s elevate Customer Success together!

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.

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 accommodations@f5.com.