Description:
We are currently seeking an exceptional Customer Success Manager III to join our dynamic team. This role is pivotal in driving 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 Distributed Cloud customers by providing oversight, adoption recommendations, and risk management.
- Maintain an expert-level 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.
- Develop and execute comprehensive success plans that drive customers to consistently achieve their strategic business outcomes.
- Lead strategic Quarterly Business Reviews with customers to ensure alignment of services with their long-term goals and objectives.
- Analyze and interpret adoption and utilization trends to provide strategic recommendations based on risk and business need.
- 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.
- Champion the voice of the customer by providing strategic feedback to internal teams about products, pain points, and service experience.
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.
Skills & Experience
- Experience in a customer-facing role involving SaaS solutions.
- Minimum 3 years of experience in the role of Customer Success Manager in a SaaS organization
- 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?
- Bachelor’s degree in a technical or business-related field (Computer Science, Software Engineering, Business Management, Entrepreneurship).
- 6 - 8 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.
- This position requires residency in the EMEA time zone and working EMEA standard time zone hours.