Enterprise Customer Success Manager
Five9 · United States
- Hybrid
- Full-time
- $116,000 / year
- United States
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Job highlights
- Manage large enterprise accounts as a trusted advisor.
- Drive customer retention and expand product adoption.
- Collaborate with internal teams for customer success.
- Utilize data to track and demonstrate value.
- Requires strong relationship and strategic skills.
About the role
Enterprise Customer Success Manager
Five9 is seeking a passionate and results-driven Enterprise Customer Success Manager to join our dynamic team. You will be responsible for managing larger customers, acting as their trusted advisor and business partner. Your role involves retaining these customers, collaborating with Technical Account Managers and Account Directors to expand product usage, and optimizing solutions through cross-functional collaboration. We are committed to bringing joy to customer experience through cloud contact center software innovation. Our team-first culture celebrates diversity and fosters an inclusive environment where employees can be their authentic selves. **Key Responsibilities:** * **Customer-centric Focus:** * Develop and maintain strong, long-lasting customer relationships. * Collaborate with customers to define and track key performance metrics. * Develop and maintain account-specific Success Plans. * Provide regular updates, reporting, and business reviews to customers and Five9 leadership. * Identify and address potential issues or risks impacting customer satisfaction or retention. * **Strategic Thinking:** * Understand customer business goals and challenges to align Five9 solutions. * Proactively identify and address customer issues with effective solutions. * Use data and analytics to track success metrics and evaluate business outcomes. * **Cross-functional Collaboration:** * Work closely with internal teams including Professional Services, Product, and Support. * Coordinate with Sales and TAMs on increased business opportunities. **Key Qualifications:** * 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. * Self-directed and self-motivated with attention to detail. * Ability to manage multiple projects in a fast-paced environment. * Familiarity with contact center technology and the SaaS industry is a plus. * CRM and customer success management software experience is preferred. * Ability to travel up to 25% of the time. **Work Location:** This role is fully remote for candidates residing outside a 30-mile radius of our offices. For those within a 30-mile radius, it's a hybrid role requiring 3 days a week (Tues, Wed, Thurs) in the office. Five9 offers a competitive total compensation package including: * Health, dental, and vision coverage from day one. * 100% employee coverage for health, dental, and vision. * Short & Long-Term Disability, Basic Life Insurance, and 401k with employer matching. * Innovative mental health support platform. * Generous employee stock purchase plan. * Paid Time Off, Company holidays, paid volunteer hours, and 12 weeks paid parental leave. **Key skills/competency:** * Enterprise Customer Success Management * Account Management * SaaS Industry * Cloud Contact Center Technology * Relationship Building * Strategic Account Planning * Customer Retention * Cross-functional Collaboration * Problem-Solving * Business AcumenSkills & topics
- Enterprise Customer Success Manager
- Customer Success
- Account Management
- SaaS
- Cloud Contact Center
- Customer Relationship Management
- Client Retention
- Business Development
- Client Success
- Customer Engagement
How to get hired
- Tailor your resume: Highlight customer success, account management, and SaaS experience, aligning with Five9's focus on cloud contact center technology.
- Showcase relationship skills: Emphasize your ability to build strong, trusted advisor relationships and manage multiple enterprise accounts effectively.
- Demonstrate strategic thinking: Provide examples of how you've used data to drive customer value and align solutions with business goals.
- Prepare for collaboration: Be ready to discuss how you've worked with internal teams like Sales, Product, and Support to ensure customer satisfaction.
- Understand Five9's values: Research Five9's commitment to customer experience, team-first culture, and diversity to align your answers with their mission.
Technical preparation
Master Five9's cloud contact center platform.,Understand SaaS metrics and customer lifecycle.,Practice using CRM and CS management software.,Analyze customer data for business outcomes.
Behavioral questions
Describe building trust with enterprise clients.,How do you handle customer escalations?,Share an example of proactive problem-solving.,How do you collaborate with internal teams?
Frequently asked questions
- What is the work arrangement for the Enterprise Customer Success Manager role at Five9?
- The Enterprise Customer Success Manager role at Five9 is fully remote for candidates outside a 30-mile radius of an office. For those within that radius, it's a hybrid role requiring 3 days a week in the office (Tuesday, Wednesday, Thursday).
- What qualifications are essential for the Enterprise Customer Success Manager position at Five9?
- Key qualifications include a Bachelor's degree or equivalent experience, proven customer success or account management experience, strong communication and problem-solving skills, self-motivation, and the ability to manage multiple projects in a fast-paced SaaS environment.
- What is the salary range for the Enterprise Customer Success Manager role at Five9 in the US?
- The US base salary range for this role is $91,700 to $142,200 USD annually, with potential for performance bonuses, stock, and other incentives. Actual compensation depends on factors like experience and location.
- Does Five9 offer benefits for the Enterprise Customer Success Manager position?
- Yes, Five9 provides a comprehensive total rewards package including health, dental, and vision coverage from day one, disability insurance, life insurance, a 401k plan with employer matching, mental health support, stock purchase plan, and generous paid time off.
- What kind of customers will an Enterprise Customer Success Manager at Five9 work with?
- Enterprise CSMs at Five9 are assigned to larger customers who typically have a broader portfolio of Five9 products and services. You will act as the overall relationship lead and business partner for these key accounts.
- Is experience with contact center technology required for this Enterprise CSM role?
- Familiarity with contact center technology and the SaaS industry is a plus for the Enterprise Customer Success Manager role at Five9. While not strictly required, it is preferred and can be a significant advantage.
- How does Five9 approach diversity and inclusion in its hiring process for the Enterprise Customer Success Manager role?
- Five9 embraces diversity and is committed to building an inclusive team. They support pay transparency and welcome a variety of backgrounds, perspectives, and skills. They are an equal opportunity employer.