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Five9 · 2 days ago

Enterprise Customer Success Manager

United States

Full-time

Hybrid

Mid, Senior Level

$92K/yr - $142K/yr

8+ years exp

Five9 is a leading provider of cloud contact center software, dedicated to enhancing customer experience. The Enterprise Customer Success Manager will build strong relationships with larger clients, ensuring they achieve their business objectives while expanding the use of Five9's products and services.

Call CenterCustomer ServiceEnterprise SoftwareSaaSSales

Growth Opportunities

Responsibilities

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

Qualification

Customer success experienceAccount managementCRM software experienceContact center technologyAnalytical abilitiesSelf-directedCommunicationProblem-solving skillsProject managementFast-paced environment

Required

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

Ability to travel up to 25% of the time

Preferred

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

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

12 weeks paid parental leave

Company

Five9

Glassdoor4.2

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

1001-5000 employees