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Senior Customer Success Strategist

2 months ago

San Ramon, California, United States Five9 Full time
Job Overview

At Five9, we are dedicated to enhancing customer experiences through innovative cloud contact center solutions. Our commitment to a team-oriented culture fosters an environment where diversity is celebrated, and every employee is empowered to express their true selves.

We are currently seeking a dedicated and results-oriented Customer Success Manager to become an integral part of our vibrant team. In the role of Enterprise Customer Success Manager, you will oversee relationships with larger clients who typically utilize a diverse range of our products and services. You will act as the primary relationship manager and strategic partner for these clients, ensuring their satisfaction and success while collaborating closely with both the Technical Account Manager and the Account Director to expand their use of our offerings.

Key Responsibilities:

Customer-Centric Approach:

  • Establish and nurture robust, long-term relationships with clients, positioning yourself as a trusted advisor for a designated portfolio.
  • Work alongside clients to define and monitor key performance indicators, ensuring alignment with their overarching business goals.
  • Utilize in-depth knowledge of each client account to formulate and maintain tailored Success Plans.
  • Deliver regular updates, reports, and business reviews to clients and Five9 leadership regarding customer success metrics and engagement levels.
  • Proactively identify and mitigate any potential challenges or risks that could affect customer satisfaction or retention.

Strategic Insight:

  • Comprehend client business objectives and challenges to align Five9 solutions that deliver value and drive success.
  • Anticipate and resolve client issues or concerns, providing effective and timely solutions.
  • Leverage data and analytics to track and assess customer success metrics, presenting business outcomes effectively.

Collaborative Engagement:

  • Collaborate closely with internal teams, including Professional Services, Product, and Support, to ensure high levels of customer satisfaction and retention.
  • Coordinate with Sales and Technical Account Managers to identify and pursue additional business opportunities within the client base.

Essential Qualifications:

  • Bachelor's degree in a relevant field or equivalent experience (8 years).
  • Demonstrated experience in customer success, account management, or a similar role.
  • Exceptional communication and interpersonal skills.
  • Strong analytical and problem-solving capabilities.
  • Self-motivated and able to work independently.
  • Proven ability to manage multiple projects simultaneously with a keen attention to detail.
  • Adaptable to a fast-paced and dynamic work environment.
  • Familiarity with contact center technologies and the SaaS industry is advantageous.
  • Experience with CRM and customer success management software is preferred.

Five9 is committed to building a diverse team that reflects a variety of backgrounds, perspectives, and skills. We believe that inclusivity drives innovation and success.