• 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 • 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 • 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

• Lead, mentor, and grow a team of Customer Success Managers, positioning them to succeed in assisting Five9 customers in maximizing their investment in Five9 solutions. • Anchor CSM performance to Five9’s Global Customer Success OKR framework. • Ability to successfully manage competing priorities. • Develop and implement best practices for the Enterprise Customer Success program while assisting your team in shepherding large, complex implementations through go live and ramps. • Develop and manage collaborative relationships with internal partners including Professional Services, Sales, and Five9 executive staff to help streamline and accelerate onboarding of these customers. • Build and maintain strong, long-lasting customer relationships including trusted advisor relationship with key customer stakeholders and executive sponsors, ensuring team alignment with customer’s business goals and objectives. • Develop the team’s understanding of Five9’s products, services, and support processes, understanding customer business goals and objectives, and ensuring Five9 solutions deliver desired outcomes for our in-base customers. • Execute on existing and develop new strategies to reduce customer churn and increase customer lifetime value. • Participate in de-escalation calls in support of the CEM and overall project team to ensure that clients understand challenges and how to work around them. • Ability to recruit and retain “A” players to build highly effective teams. • Provide strong operational management, reporting, and team skills for managing both a team and customer base.

• Maintain positive client relationships to maximize product/service satisfaction • Act as a liaison between organization and clients • Leverage data captured in other areas of Jenzabar to personalize and address client’s needs and ROI • Client Service training for continuous improvement • Visit and/or conduct annual reviews with each client • Identify, develop, and maintain strategic relationships with senior level contacts • Integral part of strategizing on accounts with Account Executive & Sales Manager to establish future sales • Collects feedback on how products are meeting the needs of the client and identifying how this can be improved • Represent Jenzabar at related regional conferences within your territory • Deeper level of understanding of our 3rd party relationships and opportunities & positioning • Visit clients on campus in the US and Canada annually • Ability to travel 25-50% • Other tasks as assigned

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of Velsera solution and services. • Work with customers to build Customer Success Plans, establishing critical outcomes, and key performance indicators then apply a deep understanding of Customer Health to maximize their achievement. • Assist customers by introducing them to the most appropriate best practices and other enablers for success at each stage of the Velsera Customer Journey. • Identify the need for and create playbooks, solutions, best practices and other shared assets, to improve customer effectiveness and efficiency. • Provide insights to customers with respect to the availability and applicability of new features (or deprecation/EOL of the same). • Act as a customer advocate in all internal Velsera activities, including product road-mapping, and account planning. • Take a risk-based approach to monitoring customer sentiment and managing account escalations. • Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to Velsera account stakeholders and externally to Customer Sponsors and Executives. • Identify, qualify and support the positioning of additional business cases to expand Velsera usage within the customer organization. • Identifying and executing on opportunities for upsell and expansions with our existing customer base. • Manage customer renewal cycle from initial approach through contracting to ensure revenue retention.