Five9

Director, Majors Customer Success Management

Five9

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

Visit company website
✨ AI Apply
Manual Apply

Job Level

Lead

Tech Stack

Cloud

About the role

  • 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.
  • The Director, Majors Customer Success Management will lead a team of Majors Customer Success Managers and develop a team of direct reports in SaaS Customer Success, focusing on driving business outcomes for an assigned deck of in-base customers.
  • This position reports to the RVP, Customer Success.
  • 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 Majors Customer Success program and assist 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.