Customer Success Ops Mgr, Tools & Systems

Come join us at F5 and bring your passion for systems, data, and technology!

We are searching for a detail-oriented and a critical thinker who is energized by using technology to solve problems and promote efficiency. You are driven to make life easier for your end-users by creating impactful processes and workflows that help them succeed. 

You'll be responsible for leading and tracking strategic and operational programs and initiatives to improve the Customer Success team’s ability to deliver customer success metrics and goals.  

Your main objective will be to enhance the efficiency and effectiveness of our Customer Success team. You will report directly to the Sr. Manager Operations of Customer Success and work closely with them to define customer success goals, strategies, and tactics, as well as implement scalable processes. 

What will you do? 

•  Work closely with senior leaders to understand business objectives and develop the Customer Success systems/tools roadmap. 

• Responsible for leading the CS team in the development, maturity and support of the core CRM platforms and all other systems leveraged by CS organization 

• Champion and contribute to the enhancement of infrastructure processes, methodologies and tools. 

• Monitor project progress and set up project performance goals, evaluate  

• Influence and engage a team that evolves the CRM tool which facilitates Customer Success activities.  

• Build a digital touch experience that turns customer data into a meaningful and curated interaction by connecting customers to self-serve solutions (product materials, webinars, enablement documents, knowledge bases etc.) 

• Leverage AI and MLL to elevate post-sales customer experience and help customers adopt their software and SaaS solutions through actions and answers. 

• Continuously improve existing low and high touch motions, journeys, and calls to action. 

• Connect external systems and data sources to CRM tool with vision of creating a single of glass and source truth for the Customer Success organization. 

Processes:  

• Develop the structure in the CRM tools to systematize touch points for Customer Success Managers (CSMs) throughout the customer journey to optimize onboarding, adoption and expansion efforts. 

• Coordinate with the Program Managers to align 1:Many email outreaches with high/low and digital touch points 

• Leverage data outputs to create early signs of at-risk renewals and create workflows for CSMs to address them, including a clear escalation path. 

• Create systems and processes to track qualified leads and provide data analysts with dashboard requirements for tracking outcomes 

• Coordinate cross-functional to create processes/automations to meet renewal and upsell targets, create a process to relay customer feedback to the Product team, a process to collaborate with Support on major cases and SLAs, and tracking reporting/resolution of bugs to Engineering. 

• Provide mechanisms to share feedback to Sales regarding customer readiness. 

• Assist the Customer Success managers with onboarding customers to overcome implementation delays. 

Evaluation Criteria: 

• Demonstrate a passion for designing scalable processes. 

• Ability to break down ambiguous problems into manageable components and develop optimal solutions. 

• Willingness to be hands-on and delve into complex operations. 

• Exhibit a high level of ownership and commitment to your work. 

• Excellent communication skills, both written and verbal, with a professional demeanor. 

• Strong listening skills and openness to input from team members, other departments, and the ability to influence and engage others effectively. 

• If you are a creative problem-solver, possess strong analytical skills, and thrive in a collaborative environment, we would love to hear from you. Join our team and help us drive customer success to new heights! 

How do you qualify? 

• Showcase 8+ years of experience in Customer Success operations, CRM management/practices and methodologies, digital experience management is required 

• Hold a Bachelor’s degree in Computer Science, Business Administration or a related field.  Master’s degree is a plus  

• Strong understanding of AI and MLL technologies and their application in a Customer Success organization 

• Demonstrated progressive customer success experience leading field teams (Customer Success Managers, Account Management, Professional Services, Solution Architects) and/or operations. 

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