• Job Description

  Req#: RP1029519

  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.

  The F5 Customer Engagement team plays a critical role in showing the world what’s possible when our customers bet on F5. We are laser-focused on developing initiatives to ignite customer passion, create exceptional experiences, impact product adoption and retention, and ultimately create F5 customers for life .

  The Sr. Customer Retention Marketing Manager cares deeply about building genuine relationships with our customers , listening to their feedback, and helping them realize value across the ir F5 customer journey to drive product adoption and reduce churn . You will also build programmatic and scalable customer lifecycle initiatives in partnership with Customer Success, Product Management, UX, Sales, etc., to support our onboarding efforts with our most strategic SaaS business unit, F5 Distributed Cloud .

  Position Summary

  Success in this role can be achieved by collaborating deeply with stakeholders to create frictionless experiences for our SaaS customers, ensuring that we engage them at the right points in their journey to drive product utilization & adoption , leading to retention , expansion, and advocacy .

  Primary Responsibilities

  Lead the F5 Executive Customer Advisory Board (ECAB) Program:

  • Strengthen strategic relationships with our C-suite customers to capture ongoing feedback, thought leadership, and more.

  Design, Develop, and Deploy Programmatic Customer Lifecycle Campaigns:

  • Support value realization and retention efforts for our F5 Distributed Cloud business.

  • Utilize various communication channels, such as Marketo email nurtures, in-product messaging, customer-led webinars, and workshops.

  Build Scalable and Replicable Campaigns:

  • Develop successful, scalable campaigns that can be replicated across different product lines and personas.

  Utilize Data Sources for Customer Insight:

  • Leverage multiple data sources to understand customers' behaviors and challenges comprehensively.

  Collaborate and Manage Program Workstreams:

  • A pply findings, create actionable deliverables, and analyze and monitor the impact of programs.

  • Report outcome metrics for strategic customer engagement.

  Manage Customer Feedback and Product Needs:

  • Provide product feature feedback loops to the appropriate teams .

  Collaborate with Data and Insights Team & Customer Success:

  • Report regularly on program impact to support retention and churn, including GRR, NRR, product utilization , etc.

  Data and Insights-Driven Approach:

  • Track, measure, and optimize programs based on success metrics.

  • Stay informed about lifecycle marketing industry trends to provide recommendations for simplifying the onboarding experience.

  Background/Experience

  • Bachelor’s degree and 8+ years of demonstrable experience with large, global customers driving Cloud, Network, Security, and SaaS transformation at scale and pace in a Customer Success, Customer Adoption, Customer Retention, or Management role.

  • Conversant with SaaS or subscription data and financial analysis methodologies, tools, and techniques (Annual Recurring Revenue)

  • Deep expertise in identifying customer needs, understanding lifecycle marketing, and developing adoption and retention strategies

  • Strong ability to understand organizational strategic direction and translate it into functional and operational change and improvements

  • Proven track record of working across the organization and influencing cross-functional teams while focused on rapid value creation and long-term sustainable value realizations

  • Sharp analytical skills to determine marketing effectiveness as well as value measurement and realization of targeted business outcomes

  • A strong Change Manager with tenacity to follow through till closure

  • Deep understanding of or willingness to learn F5’s SaaS products and solutions, specifically F5 Distributed Cloud WAAP

  • Experience with project management, account portfolio planning, Cloud Implementation and prioritization

  • Ability to prioritize, multi-task, and perform effectively under pressure

  • Strong interpersonal communication skills (verbal, written, and video) as well as organizational skills

  • Expertise in planning and execution of Executive Business Reviews with customers

  • Cross-team awareness to drive successful outcomes

  • Marketo and Gainsight experience 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: $124,733.00 - $187,099.00

  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: https://www.f5.com/company/careers/benefits . 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 @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com) .

  Equal Employment Opportunity

  It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com .

• About the company

  F5, Inc. F5 is headquartered in Seattle, Washington in F5 Tower, with an additional 75 offices in 43 countries focusing on account management, global services support, product development, manufacturing, software engineering, and administrative jobs.

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