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Customer Success Manager II for SaaS Solutions

Il y a 3 mois

Paris, Île-de-France F5 Temps plein

At F5, we are dedicated to creating a superior digital landscape. Our teams empower organizations worldwide to develop, secure, and operate applications that enhance our experience in an ever-evolving digital realm. We are deeply committed to cybersecurity, focusing on protecting users from fraud while enabling businesses to innovate.

Our approach is centered on people. We prioritize enhancing the lives of our customers and their clients, fostering a diverse F5 community where every individual can excel.

Position Overview

We are in search of an outstanding Customer Success Manager II to join our vibrant team. This role is crucial in facilitating customer engagement and success with F5 Distributed Cloud solutions. The ideal candidate will have a strong technical background, a customer-focused approach, and exceptional communication abilities.

Key Responsibilities

  • Ensure the success of F5 Distributed Cloud clients by providing guidance, adoption strategies, and risk management.
  • Maintain an in-depth understanding of F5 Distributed Cloud offerings and educate clients on new features and updates, ensuring they receive maximum value from our solutions and identify growth opportunities.
  • Assist clients in consistently achieving their business objectives through tailored success plans.
  • Conduct Quarterly Business Reviews with clients to align services with their strategic aspirations.
  • Monitor usage and adoption trends, offering recommendations based on identified risks and business requirements.
  • Perform regular customer health assessments to gauge satisfaction and implement actions to maintain high retention rates.
  • Identify renewal risks and collaborate with internal teams to ensure successful renewals.
  • Drive customer retention through quarterly reviews, showcasing the value of our products and services.
  • Act as an advocate for clients, relaying feedback to internal teams regarding products, challenges, and service experiences.

The job description serves as a general overview of the responsibilities and requirements of the position. However, it may not encompass all aspects, and responsibilities and requirements are subject to change.

Required Skills & Experience

  • Experience in a customer-facing role involving SaaS solutions.
  • Demonstrated ability to rapidly learn new technologies.
  • Prior experience in a customer success or account management capacity, particularly with large enterprise clients.
  • Proven capability to navigate complex enterprise organizations, accelerate product adoption, and foster growth opportunities.
  • Customer-centric mindset and consultative engagement style.
  • Previous experience in compiling and presenting impactful, value-driven business reviews.
  • Data-driven curiosity; consistently analyzes data to derive business insights and inform decision-making.
  • Ability to prioritize, manage multiple tasks, collaborate with team members, and perform effectively under pressure.
  • Experience with F5 products is a plus.

Qualifications

  • Bachelor's degree in a technical or business-related field (e.g., Computer Science, Software Engineering, Business Management, Entrepreneurship).
  • Minimum of 3 years of customer-facing experience in a SaaS organization, preferably within internet security, cloud, and network technologies.
  • A strong customer focus with a passion for ensuring client success while balancing business objectives.

Additional Performance Areas

  • Excellent communication skills, including issue tracking, triaging, and crisis management.
  • Comprehensive knowledge of the Customer Success industry.
  • Willingness to travel up to 10% of the time.
  • Proficiency in English and French is required.

The job description serves as a general overview of the responsibilities and requirements of the position. However, it may not encompass all aspects, and responsibilities and requirements are subject to change.