Manager, Customer Success

$86,000 - $166,700/Yr

Five9 - San Ramon, CA

Full-time - Manager

San Ramon, CA

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.
• Lead, mentor, and grow a team of Customer Success Managers.
• Recruit and retain high-performing team members.
• Anchor CSM performance to Five9's Global Customer Success OKR framework.
• Manage customer interactions and assist with problem solving and escalation management.
• Enhance the team's understanding of Five9's products and services.
• Work closely with cross-functional teams to improve customer experience.
• Provide operational management and reporting for the team and customer base.
• Create processes for at-scale initiatives including reporting, newsletters, and email campaigns.
• Assist with high severity requests or issue escalations as needed.

Requirements

• 5+ years of experience in Customer Success for a technology company.
• Leadership experience with the ability to influence and motivate teams.
• Strong knowledge of contact center or related SaaS technology.
• Demonstrated ability to communicate effectively at all organizational levels.
• Experience in delivering customer solutions at scale based on data and feedback.
• 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 high-performing teams.
• Ability to manage competing priorities effectively.

Benefits

• Competitive salary range of $86,000 - $166,700 per year.
• Remote work flexibility.
• Diversity and inclusion initiatives.
• Opportunities for professional development.