Enterprise Customer Success Manager

Five9 is seeking a passionate and resultsdriven 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 customers 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 crossfunctionally to optimize their solution.

Key Responsibilities:

Customercentric Focus:

• Develop and maintain strong, longlasting 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 accountspecific 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 evaluatepresent business outcomes

  • Crossfunctional 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:

      • Bachelors 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 problemsolving and analytical abilities
      • Must be selfdirected and selfmotivated
      • Proven ability to manage multiple projects at a time while paying strict attention to details
      • Ability to work in a fastpaced 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.

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        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, andor 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 & LongTerm 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 selfguided 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.
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          Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.