F5 Customer Success Manager 

United States, Washington, Seattle 

155613377

• Ensure that customers derive value from their investment with us, utilize all of their licenses, identify new opportunities, and collaborate with other partner teams to ensure adoption and a successful renewal.

• You will assist in providing renewal rates and reduce churn.

• You'll influence future lifetime value through higher product adoption, customer happiness and overall health scores.

• Drive new business growth through greater advocacy and reference-ability.

• Promote and educate customers on the resources and wider customer communities available to the customer. These are the forums which will encourage engagement, drive future projects forward and efficient utilization.

• You'll act as a ‘coach’ in working effectively with the customers support service to ensure it is being effective for improvement requests and partner concerns.

• Guide your customer through significant service milestones such as upgrades, new releases and new features.

• Where applicable, partner with the account team and other internal teams to develop successful account strategies and plans that direct company resources to encourage renewal and return of investment cross pillar.

• Engage and understand the customers cloud strategy and the guide them by providing resources that can assist their strategic business direction.

• Lead internal relationships to promote customer success activities such as on-boarding, training, professional services, customer support, renewals, cross-sell/up-sell, advocacy.

• Diligently and consistently update the internal Customer Relationship Management system with the customer’s business objectives and any metrics that define success to the customer eg. return on investment.

• Develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle.

• identifyingengagement opportunities and delivering tailored success plans.

• Use customer usage data and health indicators to develop actionable strategies for growth and renewal.

• expertisein BIG-IP, NGINX, and distributed cloud solutions

• 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.

• additionalrelated duties as assigned.

Knowledge, Skills, and Abilities

• proficiencyin SaaS technology, 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.

• Proficiency in English is required

Qualifications

• Showcase 8+ years of experience delivering technology and business outcomes in Customer Success or a related role, with aBachelor’sdegree; or 5+ years with aMaster’sdegree.

• 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.