Enterprise Customer Success Manager

Remote from: UK
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 11 May 2026
Apply before: 11 Jun 2026
Experience level: Midweight
Views / Applies: 158 / 25

About company

About Five9

Empowering businesses to deliver exceptional customer experiences with cloud contact center solutions.

Computer Software
2001

Actively Hiring

AI Summary

Five9 is seeking an Enterprise Customer Success Manager to join their team. This role focuses on building strong relationships with large customers, acting as a trusted advisor, and driving customer retention and expansion. The CSM will collaborate with Technical Account Managers and Account Directors to optimize customer solutions. Key responsibilities include developing success plans, tracking metrics, and cross-functional collaboration. Ideal candidates have experience in customer success, account management, and working with regulated companies.

Job Complexity

Easy Hard

AI Insight The role requires managing large enterprise accounts with complex needs, strategic thinking, and cross-functional collaboration, which demands a high level of expertise and experience.

Salary Analysis

AI Insight The salary for this role is not specified in the job listing. Based on market data for Enterprise Customer Success Managers in the US, the median salary is approximately $130,000 per year. This position typically offers competitive compensation, including base salary and performance bonuses.

Key Skills

Customer Success Account Management Enterprise SaaS CRM Data Analysis Cross-functional Collaboration Customer Retention Strategic Planning Communication Problem-solving

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my interest in the Enterprise Customer Success Manager position at Five9. With over 5 years of experience in customer success and account management within the SaaS industry, I have a proven track record of driving customer retention and expansion. My expertise includes developing strategic success plans, managing key performance metrics, and collaborating cross-functionally to deliver exceptional customer outcomes.

I am particularly drawn to Five9's commitment to innovation and customer experience. In my previous role, I successfully managed a portfolio of enterprise clients, achieving a 95% retention rate and increasing upsell revenue by 20%. I am confident that my skills in relationship building, data analysis, and problem-solving align perfectly with the requirements of this role.

Thank you for considering my application. I look forward to the opportunity to discuss how I can contribute to Five9's success.

Sincerely,
[Your Name]

Possible Interview Questions

Can you describe a time when you turned a dissatisfied customer into a loyal advocate?

In my previous role, a key client was unhappy with our product's reporting capabilities. I listened to their concerns, collaborated with our product team to prioritize their feature request, and provided temporary workarounds. Within three months, the feature was released, and the client became one of our strongest advocates, even providing a testimonial.

How do you prioritize your tasks when managing multiple enterprise accounts?

I use a combination of customer health scores, contract value, and upcoming renewals to prioritize. I also set aside time each week for proactive outreach and review account plans. Tools like Salesforce and Gainsight help me track interactions and identify at-risk accounts early.

Describe your experience working with financial services or regulated companies.

I have worked with several financial services clients, which required strict adherence to compliance standards like PCI DSS and SOC 2. I ensured all communications and data handling met regulatory requirements, and I coordinated with our security team to address any client concerns.

How do you measure customer success and demonstrate value to clients?

I define key performance indicators aligned with the client's business goals, such as reduction in handle time or increase in first-call resolution. I provide quarterly business reviews with dashboards showing progress against these metrics, and I share case studies of similar clients to highlight value.

How do you collaborate with sales and technical account managers to drive expansion?

I regularly meet with the account team to discuss customer health and identify upsell opportunities. I share insights from customer interactions and help tailor proposals to address their pain points. For example, I worked with a TAM to demonstrate how a new feature could improve the client's workflow, leading to a 30% expansion in contract value.

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.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Five9 is seeking a passionate and results-driven Customer Success Manager to join our dynamic team. As an Enterprise CSM, will be assigned to larger customers who typically have a broader portfolio of products and services. The Enterprise CSM positions themselves as overall relationship lead and customer’s business partner. Along with retaining these customers, the CSM is tightly aligned with both the Technical Account Manager and the Account Director in expanding the portfolio of products these customers are leveraging. Many times, the Enterprise CSM also works cross-functionally to optimise their solution. 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 overall business objectives.
Leverage knowledge of each customer account to develop and maintain account-specific Success Plans.
Provide regular updates, reporting, and periodic business reviews to customers and Five9 leadership on customer success outcomes 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 and evaluate/present business outcomes.

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:

Proven experience in customer success, account management, or a related role.
Experience working with financial services or regulated companies.
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 centre technology and the SaaS industry is a plus.
CRM and customer success management software experience is preferred.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

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