Senior Customer Success Strategist

1 week ago


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

At Five9, we are dedicated to enhancing customer satisfaction through exceptional service. As a premier provider of cloud-based contact center solutions, we empower businesses globally with innovative technology.

Our core values foster a collaborative culture that encourages growth, creativity, and inclusivity. We believe in the power of diversity and support our employees in being their true selves.

We are currently seeking a motivated and results-oriented Customer Success Manager to become an integral part of our team. In the role of Enterprise Customer Success Manager, you will be responsible for managing relationships with larger clients who utilize a wide range of our products and services. This position requires you to act as the primary relationship manager and strategic partner for these clients. In addition to customer retention, you will work closely with both the Technical Account Manager and the Account Director to enhance the product offerings utilized by these clients. Often, you will collaborate across departments to optimize client solutions.

Key Responsibilities:

Customer-Centric Approach:

  • Establish and nurture enduring relationships with clients, positioning yourself as a trusted advisor for a designated portfolio.
  • Engage with clients to identify and monitor key performance indicators, ensuring alignment with their business goals.
  • Utilize insights from each client account to create and uphold tailored Success Plans.
  • Deliver regular updates, reports, and comprehensive business reviews to clients and Five9 leadership regarding customer success metrics and engagement levels.
  • Proactively identify and mitigate potential challenges or risks that could affect client satisfaction or retention.

Strategic Insight:

  • Comprehend client business objectives and challenges to align Five9 solutions that drive value and success.
  • Anticipate and resolve client concerns, providing effective solutions promptly.
  • Employ data analytics to assess and present customer success metrics and business outcomes.

Collaborative Engagement:

  • Work in tandem 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 explore additional business opportunities within your account base.

Essential Qualifications:

  • Bachelor's degree in a relevant field or equivalent professional experience.
  • Demonstrated experience in customer success, account management, or a similar capacity.
  • Exceptional communication and interpersonal skills.
  • Strong analytical and problem-solving capabilities.
  • Self-motivated and capable of working independently.
  • Proven ability to manage multiple projects concurrently with meticulous attention to detail.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Familiarity with contact center technologies and the SaaS landscape is advantageous.
  • Experience with CRM and customer success management software is preferred.

Five9 is committed to fostering a diverse workforce that reflects a variety of backgrounds, perspectives, and skills. We believe that inclusivity enhances our performance and innovation.



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