Manager, Customer Success United States (Remote)

Five9

Full-time - Manager

Remote

Professional, Scientific, and Technical Services

About the position

The Manager, Customer Success at Five9 is responsible for leading a team of Customer Success Managers to enhance customer satisfaction and retention for a large group of in-base customers. This role focuses on developing and implementing customer success strategies, managing customer interactions, and ensuring that Five9's solutions meet customer needs effectively. The position emphasizes team development, operational management, and cross-functional collaboration to improve the overall customer experience.

Responsibilities

• Develop and implement customer success strategies to drive customer satisfaction and retention.
• Recruit and retain high-performing Customer Success Managers.
• Lead, mentor, and grow the Customer Success team to assist Five9 customers effectively.
• Anchor CSM performance to Five9's Global Customer Success OKR framework.
• Execute strategies to manage customers at scale through digital channels, reducing churn and increasing lifetime value.
• Build trust with customers through frequent interactions and problem-solving assistance.
• Enhance the team's understanding of Five9's products and services to ensure desired outcomes for customers.
• Collaborate with cross-functional teams to improve the overall customer experience.
• Provide operational management and reporting for the team and customer base.
• Create a roadmap for at-scale initiatives including reporting, newsletters, and email campaigns.

Requirements

• 5+ years of experience in Customer Success for a technology company.
• Leadership experience with the ability to influence and motivate high-performing teams.
• Strong knowledge of contact center or related SaaS technology.
• Demonstrated ability to communicate and influence effectively at all organizational levels.
• Experience in delivering customer solutions at scale based on data and feedback.
• Ability to manage complex projects and processes.
• Excellent listening, negotiation, and presentation skills.
• Self-directed and self-motivated with superior professional presence.
• BS degree or equivalent.

Nice-to-haves

• Experience in hiring, mentoring, and training teams.
• Excellent verbal and written communication skills.

Benefits

• Health, dental, and vision coverage starting on the first day of employment.
• Short & Long-Term Disability insurance.
• Basic Life Insurance.
• 401k saving plan with employer matching.
• Access to a mental health support platform.
• Generous employee stock purchase plan.
• Paid Time Off and company-paid holidays.
• Paid volunteer hours and 12 weeks paid parental leave.