People Matter

Sr. Customer Success Operations Mgr



Customer Service, Sales & Business Development, Operations
Washington, DC, USA
Posted on Friday, November 3, 2023

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

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.

As a Sr. Customer Success Operations Manager, you will be passionate about systems, data, and technology. You are 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.

We are seeking a talented and driven individual to join our team as a Sr. Customer Success Operations Manager. In this role, your main objective will be to enhance the efficiency and effectiveness of our Customer Success team. You will report directly to the Sr. Director 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?


  • Lead a dynamic operation team dedicated to the three fundamental pillars of a comprehensive customer success strategy – streamlined CRM and systems integration, customer-centric data management and Customer Success overall strategy (includes but not limited to enablement, communications, and processes)

  • Organize the tiering of existing customers, assign them to CSMs, and redistribute workload as necessary.

  • Forecast hiring needs based on workload and customer growth.

  • Define metrics for MBOs and establish targets for those metrics.

  • Provide CSMs with materials and data to support their work.


  • 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.


  • Prepare and create comprehensive reports and dashboards on past results, renewals, and upsell forecasts for executives and the board, utilizing dashboards and presentations.

  • Analyze leading indicators of renewals and upsell to identify areas of improvement and success.


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

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

  • Identify early signs of at-risk renewals and create playbooks for CSMs to address them, including a clear escalation path.

  • Determine potential upsell opportunities and highlight top candidates.

  • Coordinate cross-functional processes to meet renewal and upsell targets, including relaying customer feedback to the Product team, collaborating with Support on major cases, and reporting 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 12+ years of demonstrative progressive experience with operations or related experience with a technical SaaS or subscription software service

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

  • Experience with software development tools, practices, and methodologies is a plus.


The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

The annual U.S. base pay range for this position is: $152,110.00 - $228,166.00

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: F5 reserves the right to change or terminate any benefit plan without notice.

Please note that F5 only contacts candidates through F5 email address (ending with or auto email notification from Yello/Workday (ending with or

Equal Employment Opportunity