Director, Enterprise Customer Success Management

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 and developing best practices for the Enterprise Customer Success program.

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

Requirements:

• 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