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Strategic Customer Success Manager
2 months ago
Join Five9 in enhancing customer satisfaction and experience. As a premier provider of cloud-based contact center solutions, we empower businesses globally with innovative cloud technology.
Our commitment to our core values fosters a collaborative culture that encourages innovation, growth, and a shared journey. We celebrate diverse backgrounds and create an inclusive atmosphere where all employees can express their true selves.
We are in search of a dedicated and results-oriented Customer Success Manager to be part of our vibrant team. In the role of Enterprise CSM, you will manage larger clients who typically utilize a wider array of our products and services. The Enterprise CSM acts as the primary relationship manager and strategic partner for the customer’s business. In addition to ensuring customer retention, the CSM collaborates closely with both the Technical Account Manager and the Account Director to enhance the range of products utilized by these clients. Often, the Enterprise CSM will engage cross-departmentally to optimize the customer’s solutions.
Core Responsibilities:
Customer-Centric Approach:
- Establish and nurture robust, enduring relationships with clients by becoming a trusted advisor for a designated portfolio.
- Work alongside clients to identify and monitor key performance indicators, ensuring alignment with their business goals.
- Utilize insights from each account to create and sustain tailored Success Plans.
- Deliver regular updates, reports, and periodic business reviews to clients and Five9 leadership regarding customer success metrics and engagement levels.
- Proactively identify and resolve potential challenges or risks that could affect customer satisfaction or retention.
Strategic Insight:
- Comprehend client business objectives and challenges to align Five9 solutions that drive success and value.
- Anticipate and address client concerns, providing effective resolutions.
- Employ data analytics to track and assess customer success metrics and present business outcomes.
Collaborative Engagement:
- Partner 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 explore additional business opportunities within the client base.
Essential Qualifications:
- Bachelor's degree in a relevant field or 8 years of equivalent professional experience.
- 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 while maintaining attention to detail.
- Ability to thrive in a fast-paced, dynamic environment.
- Familiarity with contact center technologies and the SaaS sector is advantageous.
- Experience with CRM and customer success management software is preferred.
Work Arrangement: This position offers a fully remote option for candidates outside a specified radius of our office location. For those within the specified radius, a hybrid model requiring in-office attendance on designated days is in place.
Five9 is committed to fostering diversity, equity, and inclusion, and supports pay transparency throughout the recruitment process. Compensation packages are tailored to each candidate based on unique factors, including skills, experience, certifications, and work location.
Our comprehensive benefits package includes:
- Health, dental, and vision insurance, effective from the first day of employment, with Five9 covering a significant portion of the costs.
- Access to a mental health support platform offering personalized care and resources.
- Employee stock purchase plan.
- Generous paid time off, company holidays, volunteer hours, and parental leave.
Five9 values diversity and is dedicated to building a team that reflects a variety of backgrounds, perspectives, and skills. We believe that inclusivity enhances our effectiveness as a company.
Our headquarters are situated in a major metropolitan area, with additional global hubs in various countries.
For further information on our privacy policy, including our privacy notice for residents, please refer to our website.
Note: Five9 will never request that an applicant send money as a prerequisite for employment.
