Job Information
F5 Networks, Inc Director of Customer Success - RP1029937 in SEATTLE, Washington
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