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.

Position Summary

This is a hybrid role combining direct customer management with operational innovation. The primary responsibility is to deliver success outcomes for a small portfolio of accounts while identifying, piloting, and scaling AI-driven improvements that benefit the entire Customer Success organization. 

Customer Success is integral to our long-term success as a company. Our Customer Success Managers (CSMs) are trusted advisors, guiding customers from the point of sale through onboarding, adoption, business outcomes success and renewals with our renewals team. This role is designed for a forward-thinking professional who will not only manage a portfolio of strategic accounts but also help shape the future of Customer Success through automation and AI-driven innovation.

We are seeking a candidate with Customer Success, Data Analytics and AI specialization to pioneer the AI-Augmented CSM model. This individual will manage approximately 10 customer accounts while identifying opportunities to automate workflows, offload repetitive tasks, and leverage AI to enhance efficiency and impact. Beyond supporting customers, this role will collaborate closely with Data Analytics and AI Enablement, CS leadership and CS Operations to design and implement scalable improvements that transform how CSMs deliver value.

If you are passionate about combining customer advocacy with cutting-edge technology to redefine the Customer Success experience, we invite you to join our team and make a significant impact.

Primary Responsibilities

 Customer Portfolio Management & Value Generation (50%)

• Manage ~10 strategic accounts, drive adoption, renewals, and measurable outcomes.
• Guide customers through onboarding, deployment, and adoption of BIG-IP, NGINX, and hybrid/multi-cloud environments.
• Act as trusted advisor, resolve issues, maintain health scores.

AI Driven Innovation & Process Optimization (50%)

• Analyze current CSM workflows to identify inefficiencies and opportunities for automation or AI augmentation.
• Identify, design and pilot AI-driven tools and processes that reduce administrative burden and enhance customer-facing impact.
• Partner with Data Analytics and AI Enablement, CS Operations and leadership to gain alignment on proposed changes and drive implementation across the organization.
• Document and share best practices for AI-enabled Customer Success.

Leadership & Collaboration

• Work cross-functionally with account teams, product, and operations to ensure alignment on customer needs and strategic initiatives.
• Advocate for customers internally while championing innovation that improves scalability and efficiency.
• Maintain accurate and consistent updates in CRM systems, including success plans and health metrics.

Data Analytics & Insights

• Use customer usage data, health indicators, and predictive analytics to develop actionable strategies for growth and renewal.
• Provide insights to product teams based on customer feedback and data trends, influencing roadmap improvements.

Knowledge, Skills, and Abilities

• Strong foundation in data analytics, AI technologies, and automation frameworks.
• Experience in a customer-facing role within the technology industry, with proficiency in BIG-IP, NGINX, cloud-based solutions, and multi-cloud environments.
• Ability to distill complex technical and business concepts into clear, actionable insights.
• Excellent communication, presentation, and problem-solving skills with a collaborative and proactive approach.
• Resilience under pressure with strong time management and focus on delivery.

Qualifications

• Degree in Data Analytics, AI, or related field required.
• 3+ years of experience delivering technology and business outcomes in Customer Success or a related role.
• Deep understanding of BIG-IP, NGINX, and/or comparable technologies such as load balancing, application delivery, security, or cloud networking platforms.
• Availability to travel up to 25% within your home region, including occasional out-of-country trips.

Success Metrics for This Role

This role reports into Customer Success Management leadership but works in close partnership with Data Analytics and AI Enablement , CS Operations and Global CS leadership. Success is measured by both customer portfolio outcomes and organizational efficiency improvements.

• Customer Portfolio Outcomes
  • Maintain high customer health scores across assigned accounts.
  • Achieve renewal and expansion targets for the assigned portfolio.
  • Drive measurable adoption of F5 solutions aligned with customer success plans.
• AI & Automation Impact
  • Identify and implement at least 3–5 automation or AI-driven process improvements within the first 12 months.
  • Demonstrate measurable reduction in manual tasks for CSMs (e.g., time saved, improved efficiency).
  • Deliver documented best practices and playbooks for AI-enabled workflows.
• Cross-Functional Influence
  • Successfully gain alignment and execute at least 2 strategic initiatives with CS leadership and CS Operations per year.
  • Provide actionable insights from data analytics that influence product roadmap or operational improvements.

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.

The annual base pay for this position is: $88,000.00 - $132,000.00

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice. 

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from 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.  F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting [email protected].