The Director, Customer Success Management will lead a team of Enterprise Customer Success Managers. The Director, Customer Success Management 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 Vice President, Customer Success.
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.
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.
- 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.
- Work closely with cross functional teams to enhance the overall customer experience.
- 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:
- 8+ 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.
- 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.
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