Saas Customer Success Manager II

Overview

Saas Customer Success Manager II – Low Touch at F5 is a role focused on driving scalable customer adoption and success for F5 Distributed Cloud solutions. The ideal candidate will possess technical acumen, a customer-centric mindset, and excellent communication skills.

Responsibilities

• Ensure the success of F5 Low Touch Distributed Cloud customers by providing oversight, adoption recommendations, and risk management.
• Maintain a deep understanding of F5 Distributed Cloud solutions and educate customers on new features and releases, ensuring they derive maximum value from our products and drive expansion opportunities.
• Help customers consistently achieve their business outcomes following the Low Touch Digital Processes.
• Monitor adoption and utilization trends, providing recommendations based on risk and business needs.
• Conduct periodic customer health-checks to assess satisfaction and take action to ensure high retention rates.
• Identify renewal risks and collaborate with internal teams for successful renewals.
• Drive customer retention through the Low Touch Motions, demonstrating the value of products and services.
• Advocate for customers, providing feedback to internal teams about products, pain points, and service experience.
• Collaborate with peers to find opportunities to improve the Low Touch Processes as the F5 Distributed Cloud Product evolves.

Skills & Experience

• Experience in a customer-facing role involving SaaS solutions.
• Proven ability to quickly learn new technologies.
• Prior experience in a customer success/account management role.
• Proven ability to navigate sophisticated enterprise organizations, accelerate product adoption, and promote growth opportunities.
• Customer-focused approach and consultative engagement style.
• Previous experience compiling and presenting meaningful, value-rich business reviews.
• Data-driven curiosity; consistently analyzes data to uncover business insights and drive decision-making.
• Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure.
• Experience with F5 products is a plus.

Qualifications

• Bachelor’s degree in a technical or business-related field (Computer Science, Software Engineering, Business Management, Entrepreneurship).
• 3 – 5 years of customer-facing experience in a SaaS organization, preferably with internet security, cloud, and network technologies.
• Customer obsession with a passion for ensuring customers’ success while balancing business needs.
• Excellent communication skills, including issue tracking, triaging, and crisis management.
• Deep knowledge of the Customer Success industry.
• Ability to travel up to 10% of the time.
• Proficiency in English is required.

Additional Information

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.

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.