Senior Director, Customer Support & Success (Administrative)
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 an experienced and strategic Senior Director to lead technology delivery for our Customer Success, Support, Professional Services, and Shared Services functions. In this role, you will serve as the primary technology partner to these business teams—driving the strategy, design, and delivery of scalable, customer-centric solutions that enhance service execution, streamline operations, and improve the end-to-end customer experience.
This role also oversees cross-functional technology capabilities that are foundational to the broader Customer Experience and Go-To-Market (GTM) ecosystem, which sits within the Digital organization.
You will collaborate closely with leaders across Customer Support, Success, Services, and Digital to ensure our platforms and tools align with business objectives, increase productivity, and deliver measurable impact for both internal stakeholders and our customers. You'll also play a pivotal role in defining and implementing AI capabilities across the Customer Experience pillar—leveraging intelligent automation, predictive insights, and next-generation customer engagement tools to enable smarter, more scalable, and more proactive experiences.
Ultimately, you will help build secure, user-centered, and future-ready platforms that support operational excellence and sustainable business growth.
Key Responsibilities
Act as the strategic technology partner for Customer Support, Success and Professional Services leadership, translating business objectives into a cohesive technology roadmap.
Lead the delivery of technology solutions supporting service case management, field and implementation services, project delivery, time tracking, customer support and engagement.
Oversee a portfolio of platforms, including CRM (e.g., Salesforce Service Cloud, Customer Experience Cloud), PSA tools (e.g., FinancialForce, Mavenlink, or similar), customer portals, knowledge bases, and AI-powered support solutions.
Drive digital transformation by enabling automation, data-driven decision-making, and proactive customer engagement strategies across both functions.
Collaborate cross-functionally with product, engineering, and Digital to ensure seamless integration and adoption of tools across systems and workflows.
Manage vendor relationships and technology partnerships related to service delivery and support platforms.
Manage a set of shared services, including UX/UI design, systems integration, security oversight, and environment management.
Define strategy for implementing AI capabilities across the Customer Experience pillar, leveraging automation, intelligent workflows, and predictive analytics to improve service efficiency, personalization, and customer satisfaction.
Partner with F5 Product and engineering, and Enterprise Architecture and Data teams to ensure cohesive governance, architecture, and delivery.
Build, lead, and mentor a high-performing team of technology professionals and manage key vendor and partner relationships.
Define and monitor KPIs for platform performance, service delivery efficiency, customer satisfaction, and employee productivity.
Ensure all technology initiatives comply with enterprise security, privacy, and governance standards.
Qualifications
10–15+ years of experience in technology leadership roles, with a strong background supporting Customer Support and/or Professional Services functions.
Demonstrated success in delivering complex enterprise solutions across CRM, PSA, knowledge management, and customer engagement platforms.
Deep understanding of tools and processes used in customer support (e.g., Salesforce Service Cloud, Zendesk) and professional services (e.g., FinancialForce, Mavenlink, or equivalent PSA tools).
Familiarity with automation and AI/ML applications in service operations (e.g., virtual agents, intelligent routing, predictive support).
Strong ability to align technology strategy with business goals and drive adoption across global teams.
Excellent leadership, communication, and stakeholder management skills.
Bachelor's degree in Computer Science, Information Systems, or related field; MBA or advanced degree is a plus.
Preferred Experience
Experience in enterprise SaaS or technology-driven companies.
Strong understanding of the Go-To-Market (GTM) ecosystem and how support and services fit into the customer lifecycle.
Background in digital transformation and cross-functional program leadership.
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 base pay for this position is: $263,840.00 - $395,760.00F5 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 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.
