200+ applicants

Company

Original Job Post

Five9 · 4 days ago

Director, Customer Success Management

United States

Full-time

Hybrid

Director

$109K/yr - $212K/yr

8+ years exp

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Call CenterCustomer Service

H1B Sponsorship

Growth Opportunities

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Responsibilities

Lead, mentor, and grow a team of Customer Success Managers, positioning them to succeed in assisting Five9 customers

Anchor CSM performance to Five9’s Global Customer Success OKR framework

Build and maintain strong, long-lasting customer relationships

Develop the team’s understanding of Five9’s products, services, and support processes

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

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer successHiringMentoringContact center technologySaaS technologyAccount planningAccount managementClient-focused solutionsProject managementLeadershipProactive mentalityCommunicationNegotiationPresentationListeningSelf-directedSelf-motivatedProfessional presenceBusiness acumen

Required

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

Short & Long-Term Disability

Basic Life Insurance

401k saving plan with employer matching

Innovative mental health support platform

Employee stock purchase plan

Paid Time Off

Company paid holidays

Paid volunteer hours

12 weeks paid parental leave

Company

Five9

Glassdoor

4.2

Five9 is a cloud-based call center software company that specializes in sales, marketing, and customer service. It is a sub-organization of Five Rivers Solutions.

Founded in 2001

San Ramon, California, USA

1,001-5,000 employees

http://www.five9.com

H1B Sponsorship

Five9 has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (8)

2022 (21)

2021 (16)

2020 (15)