Customer Success Enablement & Communications Lead

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.

Customer Success Enablement & Communications Lead

As a Customer Success Enablement & Communications Lead, you will play a pivotal role in shaping how Customer Success teams learn, communicate, and adopt new processes across F5. You will be responsible for designing our next generation enablement experiences, elevating how we communicate across the organization, and ensuring our teams have the knowledge, tools, and confidence they need to deliver exceptional customer outcomes.

This role requires a dynamic individual who can innovate, translate complexity into clear guidance, and champion cross functional initiatives that drive consistency, readiness, and alignment across the customer lifecycle. You will develop strategies and content that improve CSM onboarding, accelerate product understanding, strengthen organizational communication, and drive smooth adoption of new processes and tools, ultimately improving customer experience, team productivity, and operational excellence.

What You’ll Do

Accreditation, Learning & Onboarding

• Lead CS Accreditation design, integrating product readiness with CS Certification and role-based competencies.
• Design and maintain the global new hire onboarding experience for CS roles, including structured paths, milestone tracking, and content governance.
• Create and operationalize the Buddy Program, standardizing how SMEs support and train new hires, frameworks, expectations, and feedback mechanisms.
• Develop role-based learning modules to upskill CS on product, systems and customer engagement skills.

Customer & CSM Enablement Content

• Expand customer webinars into a scalable, multi-product program, including curriculum, messaging, assets, and delivery of playbooks.
• Use AI to generate first-draft enablement assets, such as playbooks, talk tracks, customer-facing guides, and product walkthroughs, while maintaining human oversight for accuracy and tone.  Partner with Product, Marketing and internal teams to collaborate on best practices and content.
• Develop scalable video workflows using AI tools for script generation, video editing, voiceover, and translation/subtitling to reach global teams.
• Apply AI to synthesize product documentation, release notes, and customer insights into ready-to-use content for CSMs.
• Produce practical, digestible enablement assets: guides, tool walk-throughs, talk tracks, and success path playbooks.

Communication Strategy

• Own the CS-wide communications framework: channels, frequency, guidelines, voice, and governance.
• Lead end-to-end production of the CS Newsletter, Ops meeting recaps, and product/process change announcements.
• Ensure communications are consistent, concise, and coordinated across CS Ops, Product, and Marketing.
• Leverage AI to classify, tag, and summarize communications, ensuring information is searchable, consistent, and easy for CSMs to consume.
• Build and maintain a single, searchable repository for CS communications, documentation, and updates (e.g., SharePoint/Confluence).

Change Management & Adoption

• Serve as the primary change management lead for process and tool updates across the CS organization.
• Build change strategies: value messaging, benefit storytelling, training plans, FAQs, enablement kits, and reinforcement loops.
• Partner with Program Managers and other F5 teams to ensure process and program updates are clearly explained, trained, and adopted by the CS Org.
• Collect, synthesize, and communicate field feedback, closing the loop with improvements and visibility.
• Leverage AI chatbots or copilots to support frontline CSMs with “in-the-moment” answers about new processes, tools, or workflows.
• Use AI to collect and categorize field feedback, surfacing themes and trends to accelerate improvement loops.

What You Bring

• 5+ years in Customer Success, Enablement, Operations, or Program Management roles.
• Bachelor’s degree and 8+ years of professional experience in global organizations, preferably within SaaS or broader technology industries, with hands‑on expertise in Customer Success or a related field (or equivalent experience).
• Strong business acumen: an innovative customer operations practitioner with a strong customer-centric mindset, excellent program management skills, highly detail-oriented with ability to communicate effectively at different levels of management.
• Passion for customer service and relationship building.
• Desire to thrive in a fast-paced, constantly changing, results-driven work environment.
• Ownership mindset: able to scope, build, launch, and maintain programs end-to-end without a team.
• Strong communication skills, executive ready writing, clear storytelling, and visually compelling presentations.
• Comfort evaluating new AI capabilities and translating them into practical, scalable solutions for Customer Success teams.
• Awareness of how AI can enhance learning, adoption, and communication workflows, and the ability to incorporate AI tools responsibly.
• Experience using generative AI tools (e.g., copilots, content automation, knowledge extraction) to streamline content creation and analysis.
• Experience designing learning experiences, onboarding programs, or role-based enablement.
• Strong skills in project management, change management, and cross-functional influence.
• Ability to simplify complexity into clear, actionable content for diverse audiences.
• Familiarity with Gainsight, LMS platforms, Highspot, Matik, and enterprise communications systems is 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.

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 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 [email protected].