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.
We are seeking individuals who are passionate about data, insights, and scalable programs!
As a Customer Success Operations Program Manager – Insights & Programs, you will play a pivotal role in shaping how F5 translates customer signals into actionable insights that drive better decisions across Customer Success, Product, and CX. You will be responsible for designing, operationalizing, and continuously improving insight driven programs that leverage Customer Success data, Voice of the Customer (VoC), and UX feedback to improve risk identification, product prioritization, and customer outcomes.
This role requires a dynamic individual who can lead cross functional programs, synthesize complex inputs into clear narratives, and ensure insights move beyond reporting into measurable action across the customer lifecycle.
What will you do?
Own and iterate on programs used to capture customer insights (e.g., Success Plans, Verified Outcomes, Executive Status, VoC, UX inputs) to ensure strong, scalable processes that deliver high-quality outputs with minimal time and effort required from CSMs.
Continuously evaluate and improve customer insights are collected to reduce manual effort, eliminate redundancy, and increase consistency and signal quality.
Use AI tools to accelerate insight generation, including summarization and pattern recognition, while ensuring quality, consistency, and interpretability.
Teach and guide teams on effective AI usage, including prompt design and best practices, to improve the quality and reliability of AI assisted insights.
Analyze Customer Success data including success plans, verified outcomes, executive status updates, customer health indicators, VoC, and UX feedback to identify trends, risks, and opportunities.
Translate unstructured customer and CSM inputs into clear, actionable insights that inform product prioritization and customer risk mitigation.
Design and manage structured insight frameworks and operating cadences to ensure consistent, scalable delivery of customer intelligence.
Partner with Product and CX teams to translate complex technical and product data into business relevant insights tied to customer impact.
Influence roadmap discussions by clearly articulating customer needs, experience gaps, and risk signals grounded in data.
Support enablement initiatives by contributing insight related content, guidance, and adoption strategies for CSMs and CS leaders.
Define success metrics for insights programs and track their impact on Customer Success effectiveness and product alignment.
Communicate insight findings, program status, and recommendations at executive levels through clear presentations and written narratives.
Drive continuous improvement by establishing feedback loops between Customer Success, Product, and CX.
How do you qualify?
Bachelor’s degree and 8+ years of professional experience in Customer Success Operations, Program Management, Product Operations, or related field (or equivalent experience).
Strong business acumen with a customer centric mindset and proven program management experience.
Demonstrated ability to translate complex data, customer feedback, and technical concepts into actionable business insights.
Experience working with VoC programs, customer health frameworks, or qualitative and quantitative customer data.
Handson experience using AI tools to accelerate insight generation, including summarization, pattern recognition, and synthesis of unstructured data.
Strong understanding of prompt design, guardrails, and best practices to ensure consistent, high-quality AI assisted outputs.
Ability to evaluate AI generated insights critically and apply human judgment to ensure accuracy, relevance, and business context.
Excellent written and verbal communication skills with the ability to influence at all levels of the organization.
Executive presence and ability to communicate clearly with senior leadership and cross-functional stakeholders.
Strong analytical skills with experience using data to inform strategy and decision-making. Ability to thrive in a fast paced, dynamic, and evolving technology environment.
Demonstrates a passion for turning customer data and signals into actionable insights.
Ability to break down ambiguous, complex problems into structured, manageable programs.
Strong ownership mindset with a focus on outcomes, not just deliverables.
Willingness to be hands-on and engage deeply with customer, operational, and qualitative data.
Demonstrates practical experience leveraging AI responsibly to improve speed, consistency, and quality of insights.
Ability to design and refine effective AI prompts and workflows to support insight programs.
Shows sound judgment in interpreting AI generated outputs and validating insights with data and customer context.
Excellent communication and storytelling skills, with the ability to tailor messages to different audiences.
Strong listening skills and openness to feedback from cross functional partners.
Proven ability to influence without direct authority and drive alignment across teams.
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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.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com)****.
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.
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