CSM, AI Augmentation Specialist

F5

1d • $88,000 - $132,000 • Hybrid

About The Position

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. Position Summary This is a hybrid role combining direct customer management with operational innovation. The primary responsibility is to deliver success outcomes for a small portfolio of accounts while identifying, piloting, and scaling AI-driven improvements that benefit the entire Customer Success organization. Customer Success is integral to our long-term success as a company. Our Customer Success Managers (CSMs) are trusted advisors, guiding customers from the point of sale through onboarding, adoption, business outcomes success and renewals with our renewals team. This role is designed for a forward-thinking professional who will not only manage a portfolio of strategic accounts but also help shape the future of Customer Success through automation and AI-driven innovation. We are seeking a candidate with Customer Success, Data Analytics and AI specialization to pioneer the AI-Augmented CSM model. This individual will manage approximately 10 customer accounts while identifying opportunities to automate workflows, offload repetitive tasks, and leverage AI to enhance efficiency and impact. Beyond supporting customers, this role will collaborate closely with Data Analytics and AI Enablement, CS leadership and CS Operations to design and implement scalable improvements that transform how CSMs deliver value. If you are passionate about combining customer advocacy with cutting-edge technology to redefine the Customer Success experience, we invite you to join our team and make a significant impact.

Requirements

• Strong foundation in data analytics, AI technologies, and automation frameworks.
• Experience in a customer-facing role within the technology industry, with proficiency in BIG-IP, NGINX, cloud-based solutions, and multi-cloud environments.
• Ability to distill complex technical and business concepts into clear, actionable insights.
• Excellent communication, presentation, and problem-solving skills with a collaborative and proactive approach.
• Resilience under pressure with strong time management and focus on delivery.
• Degree in Data Analytics, AI, or related field required.
• 3+ years of experience delivering technology and business outcomes in Customer Success or a related role.
• Deep understanding of BIG-IP, NGINX, and/or comparable technologies such as load balancing, application delivery, security, or cloud networking platforms.
• Availability to travel up to 25% within your home region, including occasional out-of-country trips.

Responsibilities

• Customer Portfolio Management & Value Generation (50%): Manage ~10 strategic accounts, drive adoption, renewals, and measurable outcomes. Guide customers through onboarding, deployment, and adoption of BIG-IP, NGINX, and hybrid/multi-cloud environments. Act as trusted advisor, resolve issues, maintain health scores.
• AI Driven Innovation & Process Optimization (50%): Analyze current CSM workflows to identify inefficiencies and opportunities for automation or AI augmentation. Identify, design and pilot AI-driven tools and processes that reduce administrative burden and enhance customer-facing impact. Partner with Data Analytics and AI Enablement, CS Operations and leadership to gain alignment on proposed changes and drive implementation across the organization. Document and share best practices for AI-enabled Customer Success.
• Leadership & Collaboration Work cross-functionally with account teams, product, and operations to ensure alignment on customer needs and strategic initiatives. Advocate for customers internally while championing innovation that improves scalability and efficiency. Maintain accurate and consistent updates in CRM systems, including success plans and health metrics.
• Data Analytics & Insights Use customer usage data, health indicators, and predictive analytics to develop actionable strategies for growth and renewal. Provide insights to product teams based on customer feedback and data trends, influencing roadmap improvements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees