Director, Customer Success Management

Job Description

• 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 • 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 • Work closely with cross functional teams to enhance the overall customer experience • 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

Qualifications

• 8+ years of experience in customer success for a technology company • 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

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 • 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