Five9 is seeking a passionate and results-driven Customer Success Manager to join our dynamic team. As a 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: UK (remote)
Key Responsibilities:
- Customer-centric Focus:
- 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
- Strategic Thinking:
- 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
- Cross-functional Collaboration:
- 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
Key Qualifications:
- 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
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