Commercial Customer Success Manager - Five9

Five9 is seeking a passionate and results-driven Customer Success Manager to join our dynamic team. As a Commercial 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.

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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