Mid-Market Customer Success Manager

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 every day 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.

Five9 is seeking a passionate and results-driven Customer Success Manager to join our dynamic team. As a Mid-Market CSM, you will be assigned to smaller, less complex customers. The CSM works cross-functionally to address customer concerns and challenges and develop and maintain strong, long-lasting customer relationships by becoming a trusted advisor to a dedicated portfolio of clients.

Location: This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.

Key Responsibilities:

1. Customer-centric Focus:
   1. Develop and maintain strong, long-lasting customer relationships by becoming a trusted advisor to a dedicated portfolio of clients.
   2. Collaborate with customers to define and track key performance metrics and ensure they are meeting their objectives.
   3. Provide regular updates, reporting, and quarterly business reviews to customers and Five9 leadership on customer success and engagement.
   4. Identify and address any potential issues or risks that may impact customer satisfaction or retention.
2. Strategic Thinking:
   1. Understand customer business goals and challenges to align Five9 solutions that drive success and value for the customer.
   2. Proactively identify and address customer issues or concerns, and provide effective solutions.
   3. Use data and analytics to track and measure customer success metrics.
3. Cross-functional Collaboration:
   1. Work closely with internal teams including Professional Services, Product, and Support to ensure customer satisfaction and retention.
   2. Coordinate with Sales and TAMs on increased business opportunities within the account base.

Key Qualifications:

1. Bachelor's degree in a related field or 5 years of equivalent work experience.
2. Proven experience in customer success, account management, or a related role.
3. Excellent communication and interpersonal skills.
4. Strong problem-solving and analytical abilities.
5. Must be self-directed and self-motivated.
6. Proven ability to manage multiple projects at a time while paying strict attention to details.
7. Ability to work in a fast-paced and dynamic environment.
8. Familiarity with contact center technology and the SaaS industry is a plus.
9. CRM and customer success management software experience is preferred.

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.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

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