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Customer Success Manager II
2 months ago
Job Summary
We are seeking an exceptional Customer Success Manager II to join our dynamic team at F5. This role is pivotal in driving customer adoption and success for F5 Distributed Cloud solutions.
Key Responsibilities
- Ensure the success of F5 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 with success plans.
- Conduct Quarterly Business Reviews with customers to align services with their strategic goals.
- 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 quarterly reviews, demonstrating the value of products and services.
- Advocate for customers, providing feedback to internal teams about products, pain points, and service experience.
Requirements
- 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, particularly with large enterprise customers.
- 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 a plus.
Qualifications
- Hold a Bachelor's degree in a technical or business-related field (Computer Science, Software Engineering, Business Management, Entrepreneurship).
- Showcase 3+ 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.
Additional Requirements
- 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.
