Mid-Market Customer Success Manager

$81,200 - $157,400/Yr

Five9 - San Ramon, CA

Full-time - Mid Level

Remote - San Ramon, CA

Professional, Scientific, and Technical Services

About the position

The Mid-Market Customer Success Manager at Five9 is responsible for managing relationships with smaller, less complex customers, ensuring their success and satisfaction with Five9's cloud contact center software. This role involves collaborating with customers to track performance metrics, addressing concerns, and providing strategic solutions to enhance customer engagement and retention. The position is fully remote for candidates living at least 50 miles from the San Francisco or San Ramon offices, and hybrid for those within that distance.

Responsibilities

• 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 objectives.
• Provide regular updates, reporting, and quarterly business reviews to customers and Five9 leadership on customer success 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.
• 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.

Requirements

• Bachelor's degree in a related field or 5 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.