Director, Enterprise Customer Success Management

Join us in bringing joy to customer experience.  Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.   

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. 

The Director, Enterprise Customer Success Management will lead a team of Enterprise Customer Success Managers. The Director will be responsible for developing a team of direct reports in SaaS Customer Success, with a focus on driving business outcomes for an assigned deck of in-base customers.

This position reports to the RVP, Customer Success.  

Core duties and responsibilities include the following:

• Lead, mentor, and grow a team of Customer Success Managers, positioning them to succeed in assisting Five9 customers in maximizing their investment in Five9 solutions.
• Anchor CSM performance to Five9's Global Customer Success OKR framework.
• Ability to successfully manage competing priorities.
• Develop and implement best practices for the Enterprise Customer Success program while assisting your team in shepherding large, complex implementations through go live and ramps.
• Develop and manage collaborative relationships with internal partners including Professional Services, Sales, and Five9 executive staff to help streamline and accelerate onboarding of these customers.
• Build and maintain strong, long-lasting customer relationships including trusted advisor relationship with key customer stakeholders and executive sponsors, ensuring team alignment with customer's business goals and objectives.
• Develop the team's understanding of Five9's products, services, and support processes, understanding customer business goals and objectives, and ensuring Five9 solutions deliver desired outcomes for our in-base customers.
• Execute on existing and develop new strategies to reduce customer churn and increase customer lifetime value.
• Participate in de-escalation calls in support of the CEM and overall project team to ensure that clients understand challenges and how to work around them
• Ability to recruit and retain "A" players to build highly effective teams.
• Provide strong operational management, reporting, and team skills for managing both a team and customer base.

Requirements:

• 10+ years of experience in customer success for a technology company.
• 5+ years managing a team.
• Leadership experience with the capacity to influence, experience in hiring, mentoring, training and motivating high performing teams.
• Proactive mentality, with the foresight to intervene and provide support to CSMs as needed.
• Strong knowledge of contact center or related SaaS technology.
• Strong account planning and management skills including mature negotiation skills.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
• Experience in delivering client-focused solutions based on customer needs.
• Ability to discuss, understand, and work within complex projects and processes.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent listening, negotiation, and presentation skills.
• Excellent verbal and written communications skills.
• Must be self-directed and self-motivated.
• Superior professional presence and business acumen.
• Ability to travel up to 50% of the time.
• BS degree or equivalent.

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office.  For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office. 

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process.  Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer. 

View our privacy policy, including our privacy notice to California residents here:   

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.