Director, Enterprise Customer Success Management

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.