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

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
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.

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. We also offer 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 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 and 12 weeks paid parental leave.

Enterprise Customer Success Manager

Key skills