Sr. Mgr, Customer Success at F5 Networks in Seattle, Washington

Job Description:

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

You will engage and provide direct management of our global F5 Silverline Customer Success Manager (CSM) team. You'll provide guidance of the day-to-day activities for the team and will take charge for the global consistency of the F5 Silverline CSM offerings.

You'll enjoy driving relationships and collaborate with other teams within the Silverline line of business, including renewals, operations, engineering and sales. You will also build relationships with other Customer Success teams in support of mutual customers.

To achieve these goals, you will lead your team as they deliver against key Customer Success principles, such as developing success plans for customers, finding opportunities for commercial expansion, delivering QBRs or other presentations, and developing and nurturing senior management relationships with the customer. You will also actively interact with enterprise customers and internal partners on high profile and high impact events.

Bring your passion, enthusiasm, and leadership skills to address immediate customer issues while planning for the future! Ultimately, you are accountable for operational results and employee success of the global CSM team.

What will you ultimately do?

• Provide a passionate and energetic approach for the Global Silverline Customer Success Team.




• Demonstrate your management proficiencies. This includes, but not limited to: handling a budget, leading staff to KPIs and objectives, executing on tactical and strategic initiatives, interviewing and hiring talent for open positions in a global organization, assigning or delegating work, conducting performance evaluations, creating personal development plans with your team and ensuring your team delivers an excellent customer experience.




• Set standards for managing customer interaction by coordinating communication internally and externally and advising issues to resolution. Be a problem solver and know when to escalate customer issues.




• Partner with our Sales, Operations, Engineering and Senior Leadership to successfully onboard, expand, and renew enterprise customers.




• Ensure high customer satisfaction on all SOC or CSM interactions by guiding the team according to the processes outlined in F5’s Global Security Operations Center knowledge bases.




• Contribute to ongoing improvements in our processes and infrastructure.




• Drive the continued development and implementation of the Automated Customer Journey (Tech Touch mode).




• Help expand the Silverline business by collaborating with our Sales Team to demonstrate the value of our Silverline SOC Services and CSM services.

What skills and abilities do you need?

• Knowledge and experience with case management ticketing systems or customer relations management systems (especially Gainsight)




• You will need to have demonstrated experience of taking an idea and turning it into an action plan with timelines, milestones and a results-driven outcome.




• An ability to lead sophisticated enterprise customer engagements (post-sales), including successful interactions with senior level customer leaders




• Experience personally leading enterprise customer relationships at all phases of the post-sale customer lifecycle




• Build a culture of relentless focus on the customer experience and customer satisfaction




• Successfully manage teams to key performance indicators




• Show us a proven track record of encouraging, managing and developing a diverse group of employees




• Work independently and provide strong leadership in a variety of ambiguous and constantly changing situations




• Knowledge of common subscription Renewal, Support and Operations Center metrics




• Provide an understanding of general security and IT terms, concepts, and practices.




• Be able to relay moderately complicated technical issues to a wide range of audiences




• Communicate fluently and professionally in English (written and oral)




• Have fun in a highly collaborative global team environment

How do you qualify?

• Showcase 8+ years management experience in a technical or security-based role (not necessarily Customer Success)




• Provide 3+ years prior experience in Customer Success for a technical company




• You should hold a BA/BS degree or equivalent




• If not based in the US, you will need to be able to obtain the necessary visas for travel to the US and other F5 or customer locations for meetings or corporate events

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 occasionally working outside normal working hours (evenings and/or weekends) in support of a global organization.




• Occasional travel is required and being able to represent F5 in customer or internal meetings.




• Duties may require the ability to travel internationally via automobile or airplane. Approximately 5% of the time may be spent traveling.

Background Screening

This role may involve customer facing engagements and may be subject to additional background check requirements per customer requests. All screenings and results will be subject to applicable law and F5 policies, and may be used to determine work assignment or further employment eligibility.

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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 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. Reasonable accommodation is available for qualified individuals with disabilities, upon request.