Principal Product Manager - Customer Success & Support

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.

Why this role matters

At F5, our mission is to power and protect every app-anywhere. As we scale SaaS and recurring revenue, our Customer Support and Experience platforms are mission-critical. We're modernizing how customers get help : from AI-powered self-service and optimized case routing to agent experience and enterprise-grade compliance. The Principal PM will own strategy, roadmap, and outcomes across platforms (Salesforce + Azure + best-of-breed partners), and will combine deep domain expertise, PLG thinking, and practical AI know-how to deliver measurable business impact.

Position summary

You will lead product strategy and execution for global support systems and customer-facing experiences (myF5 portal, case management, knowledge, omni-channel, entitlement & SLA handling). You're an expert in customer support workflows, a proven operator who can drive PLG-style adoption and product-led outcomes, and an AI-fluent builder who designs safe, useful AI into support journeys. You'll partner across Customer Support, Operations, Digital Engineering, Security, Product, and external vendors to deliver secure, scalable, data-driven solutions that improve customer experience, agent productivity, and operational efficiency.

Key responsibilities

• Set the long-term product strategy and roadmap for customer support systems (myF5, Service Cloud, Experience Cloud, integrations), aligning to corporate OKRs and business partner priorities.
• Lead PLG efforts across the Customer Success / Support pillar : design in-product triggers, guided onboarding, self-service funnels, activation metrics, and growth experiments that increase adoption and reduce costly assisted support.
• Own requirements and delivery for enterprise case management : entitlement & contract validation, SLA tracking, routing & escalation, queues, agent tooling, and omni-channel (chat, voice, email, social).
• Design and operationalize AI capabilities safely and effectively : RAG / knowledge retrieval, LLM-assisted agent recommendations, smart summarization, intent classification, conversational assistants, and automated knowledge generation - including guardrails for hallucination, data privacy, and explainability.
• Drive knowledge management strategy : article lifecycle, governance, content quality, Coveo-powered search optimization, content analytics, and automated knowledge creation / maintenance flows.
• Partner with cross-functional stakeholders and vendors (Certinia, Pendo, Gainsight, Qualtrics, Coveo, etc.) to deliver integrated, data-driven workflows and single-source-of-truth customer context.
• Ensure compliance and security posture (FedRAMP / GovCloud readiness where required), MFA, audit trails, and collaboration with InfoSec and Compliance on platform governance.
• Translate complex business needs into clear epics, user stories, acceptance criteria, and prioritization for Agile engineering teams; be comfortable rolling up your sleeves to prototype or validate solutions.
• Define, instrument, and own KPIs and dashboards (self-service deflection, CSAT, NPS, SLA compliance, MTTR, cost-per-ticket, feature adoption, time-to-first-response), and use analytics to iterate roadmap and experiments.
• Evangelize product vision, influence executives and partners, and mentor more junior PMs where applicable.

What success looks like

Required qualifications

Differentiators

Skills & behaviors we value

#LI-TL2

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 : $161,600.00 - $242,400.00

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 : 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.