Sep 27, 2021

Director, Customer Success

  • EQ Member
  • Seattle, WA, USA
Full Time Customer Service

✍🏾Job Description

Come join us and help guide our outstanding team of technical customer success architects! They are responsible for supporting the customer’s technical on-boarding, and adoption as well as utilizing technical discussions to identify expansion of new use cases. You will be hands-on with the development of the Customer Success Managers and Customer Success Architects on the team as they assemble the delivery and architectural design adoption.

For over 20 years, we have been the industry leader in application delivery. Now, we’re helping our customers thrive with any architecture and across multi-cloud environments. We are the only company in the world that powers applications from development through their entire lifecycle so our customers-enterprise businesses, service providers, governments, and consumer brands-can deliver differentiated, high-performing, and secure digital experiences that are changing the world.

But our success is not driven solely by what we do. We also care deeply about how we do it. Our culture is how we live, every single day, and it is producing outstanding results-not only for our customers, but also for our employees. We understand that your life is about more than just work, and we are committed to a culture that supports your whole life.

You would join us as a key member of the Customer Success management team providing direct supervision to our technical Customer Success Managers (CSMs) and Customer Success Architects (CSA). They act as trusted advisors, beginning from the point of sale and extending through onboarding, project success, and renewals. You would engage and provide team management, and the growth and maturity of our Customer Success Managers as well as our offering.

We want to see you connect with customers and other leaders on high profile and high impacting events during intense and acute situations. You are accountable for operational results such as adoption, expansion, renewals and customer advocacy. We'd like you to provide interaction across multiple Global organizations including Sales, Support, Product Development, Product Management, Professional Services, and Training.

For this role you will need to be passionate about your goal but flexible in your approach. Customer Success will act as an enabler to ensure our customer remains successful and engaged with our solutions, so they understand the full value of their investment with us.

As part of this role, you will continuously improve on your network and internal relationships, working closely internally and externally to enable further adoption of our products within your customers.

What will you do?

  • Provide leadership for our North America and LATAM Customer Success Managers who embodies the LeadF5 behaviors.
  • Be an active member of the our Customer Success leadership team contributing to achievement of customer advocacy, employee engagement and our subscription KPIs.
  • Advocate internally as vital to drive decisions that positively impact customer’s value realization and F5’s subscription KPIs.
  • Collaborate across various our groups to drive continuous Customer Success maturity.

Leading the team of Technical CSMs in the Americas to deliver the below value: Customer Loyalty & Value Generation

  • Ensure that customers derive value from their investment in us, utilize all their licenses, identify new opportunities, and collaborate with other stakeholder teams to ensure adoption and a successful renewal.
  • Influence future lifetime value through higher product adoption, customer happiness and overall health scores.
  • Drive new business growth through greater advocacy and reference-ability.
  • Promote and educate customers on the resources and wider customer communities available to the customer. These are the forums which will encourage engagement, drive future projects forward and efficient utilization.
  • Guide our customer through significant service achievements such as on-boarding, upgrades, new releases, and new features.
  • Aid our team in mapping the right Customer Success motions throughout the customer journey.

Leadership & Collaboration

  • Demonstrate executive level judgment and decision-making when talking to senior leaders.
  • Showcase your “Can do” style and passion to make customers and colleagues successful.
  • Passion for leading teams and contributing to the career development of individuals.
  • Takes ownership with the natural inclinations to take challenges head on and deliver impact.
  • Partner with the field to develop successful account strategies and plans that direct company resources to encourage renewal and return of investment cross pillar.
  • Engage and understand our customer’s cloud strategy and guide them by providing resources that can assist their strategic business direction.
  • Lead internal relationships to promote customer success activities like on-boarding, training, professional services, customer support, renewals, cross-sell/up-sell, advocacy.
  • Diligently and consistently ensure CSMs update Gainsight with the customer’s business objectives and any metrics that define success e.g. return on investment.

Industry Knowledge & Eye For Business

  • Bias towards data driven decision making that incorporates analytical rigor and managerial judgment.
  • Deliver regular business reviews and success plans to senior executives and key business partners.
  • Supervise customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success.
  • Develop an understanding of typical challenges faced by customers and use voice of the customer to appropriately advise F5 features and associated business benefits to address their needs.

Critical Thinking, Innovation & Ability to Deliver Results

  • Analyze data to support CSMs in developing a plan for each customer to ensure outcomes are measurable.
  • Experience with establishing operational objectives based on budgets, work plans and performance requirements.
  • Use customer surveys for product and service feedback to help product management define the product roadmap and build continuous performance improvements across all teams.
  • Be an enthusiast for F5 aiding in growing the tools and systems required to be successful.
  • Involve yourself in developing, modifying, and executing company policies that affect immediate operations and may also have company-wide effect.
  • Participate in the development of tools & resources used by the CSM, as well as the engagement points and methods both internal and external to us.

Knowledge, Skills and Abilities

  • Consistent track record in managing and developing employees.
  • Strong focus on customer outcomes
  • Experience with customer success management a plus
  • Experience with partner communities a plus
  • Relay sophisticated technical issues to a wide range of audience.
  • Communicate fluently in English (written and oral)
  • Ability to work in a highly collaborative team environment.

You should have an understanding of the following:

  • Understanding of different deployment architectures, such as virtualization, containers (Kubernetes, Docker, etc), PaaS, IaaS, CaaS and others.
  • Knowledge of cloud architectures, such as AWS, Azure and GCP
  • Understanding of Security Architecture and Principles
  • Experience across large scale technical projects, directly or in a supporting function
  • Understanding of Enterprise architecture principles, such as Identity and Access Management as well as Master Data Management
  • Experience of enterprise security standard methodologies, including App Sec, Infrastructure Sec.
  • Understanding of Software Development Lifecycle, including Continuous Integration and Delivery

How Do I qualify?

  • Showcase 15+ years of management experience in a leadership role
  • Hold a BA/BS or equivalent
  • Customer success experience would be a plus

Physical Demands and Work Environment

  • Duties are performed in a normal office environment while sitting at a desk or computer table. Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.
  • Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
  • Regular travel may be required and being able to represent us in sophisticated customer facing meetings and relationship building.
  • Duties may require the ability to travel via automobile or airplane, approximately 30% of the time spent traveling.

Background Screening

This role may involve customer facing engagements and may be subject to additional background check requirements per customer requests. All screenings and results will be subject to applicable law and F5 policies and may be used to resolve work assignment or further employment eligibility.