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.
Principal Customer Success Manager - SaaS
Position Overview
Responsibilities
- Ensure the success of F5 Distributed Cloud customers by providing oversight, adoption recommendations, and risk management.
- Maintain an expert-level understanding of F5 Distributed Cloud solutions and educate customers on new features and releases, ensuring they derive maximum value from our products and drive expansion opportunities.
- Develop and execute comprehensive success plans that drive customers to consistently achieve their strategic business outcomes.
- Lead strategic Quarterly Business Reviews with customers to ensure alignment of services with their long-term goals and objectives.
- Analyze and interpret adoption and utilization trends to provide strategic recommendations based on risk and business need.
- Conduct periodic customer health-checks to assess satisfaction and take action to ensure high retention rates.
- Identify renewal risks and collaborate with internal teams for successful renewals.
- Drive customer retention through quarterly reviews, demonstrating the value of products and services.
- Champion the voice of the customer by providing strategic feedback to internal teams about products, pain points, and service experience.
Skills & Experience




- Proven experience in a customer-facing role involving SaaS solutions.
- Proven ability to quickly learn new technologies.
- Proven experience in a customer success/account management role, particularly with large enterprise customers.
- Proven ability to navigate sophisticated enterprise organizations, accelerate product adoption, and promote growth opportunities.
- Customer-focused approach and consultative engagement style.
- Proven 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, multi-task, collaborate with team members and perform effectively under pressure.
- Experience with F5 products a plus.
Qualifications?
- Bachelor's degree in a technical or business-related field (Computer Science, Software Engineering, Business Management, Entrepreneurship).
- 8+ years of customer-facing experience in a SaaS organization, preferably with internet security, cloud, and network technologies.
- Customer obsession with a passion for ensuring customers' success while balancing business needs.
- 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 is required.
- This position requires residency in the Pacific Standard Timezone and working Pacific Standard Timezone hours.
Equal Employment Opportunity
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📌 Principal Customer Success Manager, Saas (Guadalajara)
🏢 F5
📍 Guadalajara