Manager, Customer Success

We are looking for an experienced and highly driven Manager, Customer Success who will be responsible for developing a team of direct reports in SaaS Customer Success, with a focus on developing and implementing customer success strategies and at scale initiatives to drive customer CSAT and retention for a large group of in-base customers.    

This position reports to the Senior Director, Customer Success.   

Key Requirements: 

• Ability to recruit and retain “A” players to build highly effective teams. 

• Lead, mentor, and grow a team of Customer Success Managers, positioning them to succeed in assisting Five9 customers with their business needs. 

• Anchor CSM performance to Five9’s Global Customer Success OKR framework. 

• Execute on existing and develop new strategies to manage customers at scale through digital channels while reducing customer churn and increasing customer lifetime value. 

• Build trust with customers through frequent interactions and assistance with problem solving and escalation management while developing the team’s skills in these areas. 

• Develop the team’s understanding of Five9’s products, services, and support processes, ensuring Five9 solutions deliver desired outcomes for our in-base customers. 

• Work closely with cross functional teams to enhance the overall customer experience. 

• Provide strong operational management, reporting, and team skills for managing both a team and customer base. 

• Work cross-functionally to create a roadmap and develop processes for at-scale initiatives including reporting, newsletters, chatbot, email campaigns and videos. 

• Ability to successfully manage competing priorities. 

• Assist with high severity requests or issue escalations as needed.                                      

Key Skills:  

• 5+ years of experience in Customer Success for a technology company. 

• Leadership experience with the capacity to influence, experience in hiring, mentoring, training and motivating high performing teams. 

• Strong knowledge of contact center or related SaaS technology 

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level. 

• Experience in delivering customer solutions at scale based on data, customer input and team feedback. 

• Ability to discuss, understand, and work within complex projects and processes. 

• 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 25% of the time. 

• BS degree or equivalent.