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Enterprise Customer Success Manager

72% Flex

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor's degree or 8 years of equivalent experience, Proven experience in account management or customer success, Excellent communication and problem-solving skills, Self-directed, ability to manage multiple projects and detail-oriented, Familiarity with contact center technology and SaaS industry is a plus, CRM experience preferred.

Key responsabilities:

Build strong relationships and collaborate with customers to ensure their success
Develop and track key performance metrics, provide regular updates and address potential issues
Understand customer business goals to align solutions that drive value
Collaborate with internal teams for customer satisfaction and cross-selling opportunities

Five9 Large https://www.Five9.com/

1001 - 5000 Employees

See more Five9 offers

Job description

Your missions

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.

Location: This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.

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

#LI-Remote #LI-CM1

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.

$90,200—$174,800 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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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.

Required profile

Experience

Level of experience: Senior (5-10 years)

Spoken language(s):

English

Check out the description to know which languages are mandatory.

Hard Skills

Knowledge of SaaS Markets Customer Success Account Management CRM Experience Contact Center Operations

Soft Skills

Interpersonal Skills
Problem Solving
Analytical Thinking
Self-Directed
Self-Motivation
Teamwork
Team Collaboration
Attention to Detail
Proactive Mindset

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