F5

Customer Success Manager

F5

full-time

Posted on:

Location Type: Hybrid

Location: Warsaw • 🇩🇪 Germany

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Job Level

Mid-LevelSenior

Tech Stack

CloudNGINX

About the role

  • Ensure customers maximize the value of their F5 investment by fully utilizing licenses, adopting new use cases, and achieving strategic outcomes.
  • Guide customers through key milestones, including onboarding, deployment, upgrades, and adoption of BIG-IP, NGINX, and hybrid/multi-cloud environments.
  • Increase renewal rates, reduce churn, and drive business growth through advocacy and reference-ability.
  • Promote available resources and communities to encourage efficient product utilization and engagement.
  • Act as a trusted advisor, addressing improvement requests and resolving critical issues.
  • Partner with account teams and internal stakeholders to develop strategies, overcome customer pain points and create success plans that drive & optimize renewals.
  • Support customers' cloud and multi-cloud strategies , offering guidance and resources to align with their business goals.
  • Manage relationships across teams to streamline onboarding, training, and renewal activities while identifying cross-sell and up-sell opportunities.
  • Maintain accurate and consistent updates in the CRM system, documenting business objectives and success metrics.
  • Advocate for customers within sales, product, and support organizations, ensuring alignment with their needs and goals.
  • Drive the customer journey by identifying engagement opportunities and delivering tailored success plans.
  • Use customer usage data and health indicators to develop actionable strategies for growth and renewal.
  • Leverage expertise in BIG-IP, NGINX, and distributed cloud solutions to address customer challenges effectively.
  • 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.
  • Contributes to the success of the Customer Success Team through mentoring and training activities.
  • Reviews activities with newer CSMs with a focus on coaching them in best practices and how to lead business outcomes.
  • Assisting other Customer Success team members to perform day to day responsibilities as efficiently as possible
  • Takes on responsibility for creating & disseminating knowledge transfers that benefit the Customer Success team.
  • Contributes to internal strategy execution and processes enhancements.

Requirements

  • 5+ years of experience delivering technology and business outcomes in Customer Success or a related role, with a Bachelor’s degree; or 5+ years with a Master’s degree.
  • Proven experience working with clients from the DACH region or strong understanding of the DACH market dynamics
  • German language skills preferred; ability to communicate effectively with German-speaking stakeholders is a strong plus
  • Degree in Computing, Business, Information Technology, or equivalent professional experience preferred.
  • Deep 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.
Benefits
  • Hybrid working arrangements
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successcloud strategiesdata analysissuccess planscustomer engagementrenewal strategiesadvocacycoachingmentoringCRM management
Soft skills
communicationrelationship managementproblem-solvingstrategic thinkingcollaborationleadershipcustomer advocacytrainingcoachinginfluencing