Enterprise Customer Success Manager

Job Description

• 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 • 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 • 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

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

Benefits

• 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. • 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.