Manager, Customer Success

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. 

We are looking for an experienced and highly driven Manager, Customer Success who will be responsible for developing a team of direct reports in SaaS Customer Success, with a focus on developing and implementing customer success strategies and at scale initiatives to drive customer CSAT and retention for a large group of in-base customers.    

This position reports to the Senior Director, Customer Success.   

Key Requirements: 

• Ability to recruit and retain “A” players to build highly effective teams. 

• Lead, mentor, and grow a team of Customer Success Managers, positioning them to succeed in assisting Five9 customers with their business needs. 

• Anchor CSM performance to Five9’s Global Customer Success OKR framework. 

• Execute on existing and develop new strategies to manage customers at scale through digital channels while reducing customer churn and increasing customer lifetime value. 

• Build trust with customers through frequent interactions and assistance with problem solving and escalation management while developing the team’s skills in these areas. 

• Develop the team’s understanding of Five9’s products, services, and support processes, ensuring Five9 solutions deliver desired outcomes for our in-base customers. 

• Work closely with cross functional teams to enhance the overall customer experience. 

• Provide strong operational management, reporting, and team skills for managing both a team and customer base. 

• Work cross-functionally to create a roadmap and develop processes for at-scale initiatives including reporting, newsletters, chatbot, email campaigns and videos. 

• Ability to successfully manage competing priorities. 

• Assist with high severity requests or issue escalations as needed.                                      

Key Skills:  

• 5+ years of experience in Customer Success for a technology company. 

• Leadership experience with the capacity to influence, experience in hiring, mentoring, training and motivating high performing teams. 

• Strong knowledge of contact center or related SaaS technology 

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level. 

• Experience in delivering customer solutions at scale based on data, customer input and team feedback. 

• Ability to discuss, understand, and work within complex projects and processes. 

• 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 25% 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