About the role

Director leading Enterprise Customer Success Management for a tech company focusing on cloud contact center solutions. Mentoring a team to maximize customer investment and success.

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.
Build and maintain strong, long-lasting customer relationships including trusted advisor relationship with key customer stakeholders and executive sponsors.
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.
Participate in de-escalation calls in support of the CEM and overall project team.
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.

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.

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, and a 401k saving plan with employer matching.
Access to an innovative mental health support platform that offers personalized care and resources.
Generous employee stock purchase plan.
Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.