Five9
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Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Customer-centric Focus:
- 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.
- Proven experience in customer success, account management, or a related role.
- Experience working with financial services or regulated companies.
- 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 centre technology and the SaaS industry is a plus.
- CRM and customer success management software experience is preferred.
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Five9 is seeking a passionate and results-driven Customer Success Manager to join our dynamic team. As an Associate CSM, you will be the liaison between the customer and Five9 to address customer issues, concerns and questions and provide effective solutions in a reactive and non-designated manner.
Key Responsibilities:
- Being the trusted partner for the customer on use-case and product functionality
- Quarterbacking experiences by various cross-functional teams at Five9, on behalf of the customer
- Apply an understanding of Five9s products, services, and support processes
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Assist with high severity requests or issue escalations as needed
Key Qualifications:
- Experience in Customer Success, Account Management, Business Development, or another client-facing role preferred
- Ability to discuss, understand, and work within complex project and processes
- Proven ability to manage multiple projects at a time while paying strict attention to details
- Excellent listening, verbal and written communication skills
- Must be self-directed and self-motivated
- BA/BS degree or higher
Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.
As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.
Our total reward package also includes:
- 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.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
Director, Enterprise Customer Success Management
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Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
The Director, Enterprise Customer Success Management will lead a team of Enterprise Customer Success Managers. The Director will be responsible for developing a team of direct reports in SaaS Customer Success, with a focus on driving business outcomes for an assigned deck of in-base customers.
This position reports to the RVP, Customer Success.
Core duties and responsibilities include the following:
- 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.
Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.
As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.
Our total reward package also includes:
- 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.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Five9 is seeking a passionate and results-driven Customer Success Manager to join our dynamic team. As an Enterprise CSM, will be assigned to larger customers who typically have a broader portfolio of products and services. The Enterprise CSM positions themselves as overall relationship lead and customer's business partner. Along with retaining these customers, the CSM is tightly aligned with both the Technical Account Manager and the Account Director in expanding the portfolio of products these customers are leveraging. Many times, the Enterprise CSM also works cross-functionally to optimize their solution.
Key Responsibilities:
Customer-centric Focus:
- 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
Strategic Thinking:
- 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
Cross-functional Collaboration:
- 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
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
- 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
Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.
As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.
Our total reward package also includes:
- 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.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9