Strategic Customer Success Manager

1 month ago

Toronto, Ontario, Canada Five9 Full time

Key Responsibilities:

Customer-Centric Approach:

  • Build and sustain robust, enduring relationships with clients by acting as a trusted consultant for a designated portfolio.
  • Partner with clients to establish and monitor essential performance indicators, ensuring alignment with their overarching business goals.
  • Utilize insights from each customer account to formulate and uphold tailored Success Plans.
  • Deliver consistent updates, reports, and periodic business evaluations to clients and Five9 leadership regarding customer success metrics and engagement levels.
  • Recognize and mitigate any potential challenges or risks that could affect customer satisfaction or loyalty.

Strategic Insight:

  • Comprehend customer business objectives and obstacles to align Five9 solutions that foster success and value for the client.
  • Proactively identify and resolve customer concerns, offering effective solutions.
  • Employ data and analytics to monitor and assess customer success metrics and present business outcomes.

Collaborative Engagement:

  • Collaborate closely with internal teams such as Professional Services, Product, and Support to guarantee customer satisfaction and retention.
  • Coordinate with Sales and Technical Account Managers to explore additional business opportunities within the account base.

Essential Qualifications:

  • Bachelor's degree in a relevant field or 8 years of equivalent professional experience.
  • Demonstrated experience in customer success, account management, or a similar role.
  • Exceptional communication and interpersonal abilities.
  • Strong analytical and problem-solving skills.
  • Self-motivated and able to work independently.
  • Proven capability to manage multiple projects simultaneously while maintaining attention to detail.
  • Ability to thrive in a fast-paced and dynamic work environment.
  • Familiarity with contact center technology and the SaaS sector is advantageous.
  • Experience with CRM and customer success management software is preferred.

Five9 is committed to fostering diversity and building a team that reflects a wide range of backgrounds, perspectives, and skills. The more inclusive we are, the better we perform. Five9 is an equal opportunity employer.

For further information regarding our privacy policy, including our privacy notice to California residents, please refer to our website.

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