Enterprise Customer Success Manager

Five9; United States; Hybrid; USD 81,000 - 158,000; Full time

Job summary

Five9, a leading provider of cloud contact center software, is seeking an Enterprise Customer Success Manager. This role involves developing relationships with larger clients, aligning strategies to meet their business objectives and optimizing their use of Five9 products. The successful candidate will have a bachelor's degree or equivalent experience, excellent communication skills, and a strong background in customer success.

Benefits

Health, dental, and vision coverage starting on day one

Short & Long-Term Disability

401k saving plan with employer matching

Employee stock purchase plan

Paid Time Off and paid volunteer hours

12 weeks paid parental leave

Qualifications

• Experience in customer success, account management, or a related role.
• Self-directed and self-motivated.
• Familiarity with contact center technology and the SaaS industry is a plus.

Responsibilities

• Develop and maintain strong customer relationships as a trusted advisor.
• Provide regular updates and business reviews to customers.
• Work closely with internal teams for customer satisfaction.

Skills

Communication

Interpersonal Skills

Problem-Solving

Analytical Abilities

Education

Bachelor's degree in a related field

8 years of equivalent work experience

Job description

Join to apply for the Enterprise Customer Success Manager role at Five9

Join to apply for the Enterprise Customer Success Manager role at Five9

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.

Five9 is seeking a passionate and results-driven Customer Success Manager to join our dynamic team. As an Enterprise CSM, will be assigned to larger customers who typically have a broader portfolio of products and services. The Enterprise CSM positions themselves as overall relationship lead and customer's business partner. Along with retaining these customers, the CSM is tightly aligned with both the Technical Account Manager and the Account Director in expanding the portfolio of products these customers are leveraging. Many times, the Enterprise CSM also works cross-functionally to optimize their solution.

Key Responsibilities:

Customer-centric Focus:

• Develop and maintain strong, long-lasting customer relationships by becoming a trusted advisor to a dedicated portfolio of clients
• Collaborate with customers to define and track key performance metrics and ensure they are meeting their overall business objectives
• Leverage knowledge of each customer account to develop and maintain account-specific Success Plans
• Provide regular updates, reporting, and periodic business reviews to customers and Five9 leadership on customer success outcomes and engagement
• Identify and address any potential issues or risks that may impact customer satisfaction or retention
  
  

Strategic Thinking:

• Understand customer business goals and challenges to align Five9 solutions that drive success and value for the customer
• Proactively identify and address customer issues or concerns, and provide effective solutions
• Use data and analytics to track and measure customer success metrics and evaluate/present business outcomes
  
  

Cross-functional Collaboration:

• Work closely with internal teams including Professional Services, Product, and Support to ensure customer satisfaction and retention
• Coordinate with Sales and TAMs on increased business opportunities within the account base
  
  

Key Qualifications:

• Bachelor's degree in a related field or 8 years of equivalent work experience
• Proven experience in customer success, account management, or a related role
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical abilities
• Must be self-directed and self-motivated
• Proven ability to manage multiple projects at a time while paying strict attention to details
• Ability to work in a fast-paced and dynamic environment
• Familiarity with contact center technology and the SaaS industry is a plus
• CRM and customer success management software experience is preferred
  
  

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.

The US base salary range for this role is below.

$81,200—$157,400 USD

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: https://www.five9.com/pt-pt/legal.

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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