Director, Enterprise Customer Success Management

10+ years of experience in customer success for a technology company 5+ years managing a team Leadership experience with the capacity to influence, hire, mentor, train, and motivate high performing teams Proactive mentality 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

Lead, mentor, and grow a team of Customer Success Managers Anchor CSM performance to Five9’s Global Customer Success OKR framework Develop and implement best practices for the Enterprise Customer Success program Develop and manage collaborative relationships with internal partners Build and maintain strong, long-lasting customer relationships Develop the team’s understanding of Five9’s products and services Execute on and develop strategies to reduce customer churn and increase customer lifetime value Participate in de-escalation calls Recruit and retain high-performing team members Provide strong operational management, reporting, and team skills