Mid-Market Customer Success Manager

Who you are

You have a strong background in customer success, ideally with experience managing mid-market clients. You understand the importance of building long-lasting relationships and have a knack for becoming a trusted advisor to your clients. Your ability to collaborate with customers to define and track key performance metrics is essential, as is your commitment to ensuring they meet their objectives. You are proactive in identifying and addressing potential issues that may impact customer satisfaction or retention, and you thrive in environments where you can use data to drive decisions.

You possess strategic thinking skills that allow you to understand customer business goals and challenges. This enables you to align Five9 solutions that drive success and value for the customer. You are comfortable providing regular updates, reporting, and conducting quarterly business reviews to both customers and Five9 leadership. Your communication skills are top-notch, allowing you to effectively convey complex information in a clear and concise manner.

You are passionate about customer experience and believe in the power of cloud innovation to transform businesses. You are excited to join a team that values diversity and fosters an inclusive environment, empowering you to be your authentic self. You understand that the more inclusive the team, the better the outcomes for customers and the company alike.

Desirable

Experience in a similar role within the technology or SaaS industry is a plus. Familiarity with cloud contact center software or customer relationship management tools will help you hit the ground running. A data-driven mindset and the ability to analyze customer feedback and performance metrics will set you apart.

What you'll do

As a Mid-Market Customer Success Manager at Five9, you will be responsible for developing and maintaining strong, long-lasting customer relationships. You will work closely with a dedicated portfolio of clients, ensuring they receive the highest level of service and support. Your role will involve collaborating with customers to define and track key performance metrics, ensuring they are meeting their objectives and deriving maximum value from Five9's solutions.

You will proactively identify and address any potential issues or risks that may impact customer satisfaction or retention. This includes providing effective solutions and being a reliable point of contact for your clients. You will also be responsible for delivering regular updates and conducting quarterly business reviews to keep both customers and Five9 leadership informed about customer success and engagement.

In addition to managing customer relationships, you will engage in strategic thinking to understand customer business goals and challenges. This understanding will allow you to align Five9 solutions that drive success and value for the customer. You will be expected to use data to inform your decisions and strategies, ensuring that you are always focused on delivering the best possible outcomes for your clients.

What we offer

At Five9, we celebrate diversity and foster an inclusive environment where all employees can thrive. We believe that a team that represents a variety of backgrounds, perspectives, and skills leads to better outcomes for our customers. We encourage you to apply even if your experience doesn't match every requirement, as we value curiosity and a growth mindset.

We offer a competitive salary and benefits package, along with opportunities for professional development and growth within the company. Join us in our mission to bring joy to customer experience and be part of a team that is dedicated to innovation and excellence.