Hybrid CS Ops, Program Manager – Insights & Programs

at F5

• Job title: CS Ops, Program Manager – Insights & Programs
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Guadalajara, Mexico

About the role

• Customer Success Operations Program Manager using data and insights to improve customer outcomes and product prioritization at F5. Leading cross-functional programs and improving customer intelligence programs.

Responsibilities

• 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.

Requirements

• 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.
• Hands on 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.

Benefits

• Flexible working arrangements
• Professional development opportunities