Principal Customer Success Manager, Saas

hace 3 semanas

Guadalajara, México f5 A tiempo completo

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 - SaaSPosition OverviewResponsibilities- 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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