SaaS Client Success Manager II
il y a 4 semaines
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 experiences in an ever-evolving digital environment. We are deeply committed to cybersecurity, from safeguarding consumers against fraud to enabling enterprises to concentrate on innovation.
Our focus is entirely on people. This means we are passionate about improving the lives of our customers and their clients. We also prioritize cultivating a diverse F5 community where every individual can flourish.
At F5, we are devoted to fostering a better digital world. Our teams enable organizations globally to design, secure, and manage applications, shaping the future of cybersecurity and digital advancement. We emphasize diversity within the F5 community and aim to positively impact the lives of our customers and their clients.
Position Overview
We are currently in search of an outstanding Customer Success Manager II to become part of our vibrant team. This role is crucial in promoting customer adoption and success for F5 Distributed Cloud solutions. The ideal candidate will demonstrate technical expertise, a customer-focused approach, and exceptional communication abilities.
Key Responsibilities
Ensure the success of F5 Distributed Cloud clients by providing oversight, adoption strategies, and risk management. Maintain an in-depth understanding of F5 Distributed Cloud solutions and educate clients on new features and updates, ensuring they extract maximum value from our offerings and identify expansion opportunities. Assist clients in consistently achieving their business objectives through success plans. Conduct Quarterly Business Reviews with clients to align services with their strategic objectives. Monitor adoption and utilization trends, offering recommendations based on risk and business requirements. Perform periodic customer health-checks to evaluate satisfaction and take action to ensure high retention rates. Identify renewal risks and collaborate with internal teams to facilitate successful renewals. Drive customer retention through quarterly reviews, showcasing the value of products and services. Advocate for clients, providing feedback to internal teams regarding products, challenges, and service experiences.This Job Description serves as a general representation of the responsibilities and requirements of the position. However, it may not be exhaustive, and responsibilities and requirements are subject to change.
Skills & Experience
Experience in a customer-facing role involving SaaS solutions. Proven ability to rapidly learn new technologies. Prior experience in a customer success/account management role, particularly with large enterprise clients. Proven ability to navigate complex enterprise organizations, accelerate product adoption, and promote growth opportunities. Customer-centric 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, multitask, collaborate with team members, and perform effectively under pressure. Experience with F5 products is a plus.How do I qualify?
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 clients' success while balancing business needs.Other areas of performance:
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 and French is required.This Job Description serves as a general representation of the responsibilities and requirements of the position. However, it may not be exhaustive, and responsibilities and requirements are subject to change.
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