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.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 improve the lives of our customers and their customers. And it means we prioritize a diverse F5 community where each individual can thrive. Overview: Sr. Customer Retention Marketing Manager F5’s 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 and helping them realize value across our portfolio of F5 products and solutions. You will build programmatic and scalable customer lifecycle initiatives to support our customers at every stage of their journey, from onboarding, adoption, value, expansion, and renewal. You will be proactively driven to understand the customer’s long-term security needs and help accelerate results. You will have a deep understanding of F5 products (or a strong willingness and desire to learn them quickly) and be comfortable presenting to customers the most relevant features and solutions that align with their specific security and business needs. Position Summary You will also work collaboratively with F5 teams across marketing, sales, solution engineering, and product management to create frictionless experiences for our customers, ensuring that we are engaging our customer base at the right points in their journey to drive optimum adoption leading to retention and expansion. Primary Responsibilities Design, develop and deploy programmatic and scalable customer lifecycle campaigns to support value realization and retention efforts. This may include programs across different communication channels such as Marketo email nurtures, in-product messaging, customer-led webinars, customer-led workshops, and more.Build successful, scalable campaigns that can be replicated across different product lines and personas. Leverage multiple data sources to gain a broad and deep understanding of our customer's behaviors and the challenges they face. Collaborate and manage program workstreams to apply findings, create actionable deliverables, analyze and monitor the impact of programs, and report outcome metrics for strategic customer engagement Manage customer feedback and product needs by providing product feature feedback loops to the appropriate teams. 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 at 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 #LI-KT1 | #LI-Remote | #LI-Hybrid 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 - $187,099.00F5 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 OpportunityIt 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.
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