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Five9 · 1 day ago

Director, Enterprise Customer Success Management

United States

Full-time

Hybrid

Director/Executive

$113K/yr - $174K/yr

10+ years exp

Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. The Director, Enterprise Customer Success Management will lead a team of Enterprise Customer Success Managers, focusing on driving business outcomes for an assigned deck of in-base customers while developing and mentoring the team to maximize customer investment in Five9 solutions.

Call CenterCustomer ServiceEnterprise SoftwareSaaSSales

Growth Opportunities

Responsibilities

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

Develop and implement best practices for the Enterprise Customer Success program while assisting your team in shepherding large, complex implementations through go live and ramps

Develop and manage collaborative relationships with internal partners including Professional Services, Sales, and Five9 executive staff to help streamline and accelerate onboarding of these customers

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

Participate in de-escalation calls in support of the CEM and overall project team to ensure that clients understand challenges and how to work around them

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

Qualification

Customer Success ManagementSaaS TechnologyLeadership ExperienceAccount PlanningNegotiation SkillsCommunication SkillsProject ManagementTeam Management

Required

10+ years of experience in customer success for a technology company

5+ years managing a team

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.

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