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Account Strategy Director – Account Management

United States (Remote)

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. 

The Account Strategy Director (ASD) plays a critical role in deepening Five9’s relationships with existing customers, ensuring continued success and expansion through the Winning by Design Framework. Embedded within the sales teams, the ASD drives adoption and optimization of Five9’s solutions, helping customers achieve their evolving business outcomes. 

This role is responsible for maximizing account value, uncovering expansion opportunities, and fostering long-term strategic partnerships. By leveraging Winning by Design methodologies and customer-centric engagement frameworks, the ASD collaborates cross-functionally to develop tailored strategies focused on customer onboarding, retention and expansion, to enhance revenue growth and client loyalty within existing accounts enhancing the Five9 ecosystem. 
 
Key Responsibilities:

Account Strategy Development and Execution
•    Partner with Regional Vice Presidents of Majors and Enterprise Sales (RVPs) of Account Management to define and execute account-specific strategies that address customer goals and business outcomes.
•    Conduct in-depth research to tailor custom value propositions, presentations, and business cases targeting key decision-makers within high-value accounts.
•    Align internal teams (Sales Impact, Solution Consultants, Professional Services, Marketing, and CX Advisory) to deliver holistic solutions.

Client Onboarding 
•    Customer-Centric Value Mapping: Align onboarding processes with the customer's desired business outcomes by clearly defining success metrics, milestones, and key use cases. Utilize structured playbooks to ensure a seamless transition from sales to implementation.
•    Structured Enablement & Training: Implement a phased enablement approach that includes guided walkthroughs, hands-on training, and knowledge transfer sessions to drive adoption. Leverage data-driven insights to personalize the onboarding journey and reduce time-to-value.
•    Proactive Risk Identification: Establish early warning signals by monitoring adoption patterns and customer engagement levels. Introduce structured feedback loops and intervention plans to mitigate churn risks before they escalate.

Client Retention
•    Value Reinforcement Through QBRs: Conduct regular Quarterly Business Reviews (QBRs) to align Five9’s solutions with evolving customer needs, demonstrate ROI, and showcase continuous improvements based on customer feedback.
•    Embedded Success Planning: Develop ongoing success plans that map out long-term growth opportunities, ensuring that customers are consistently deriving value. Use data-driven insights to recommend feature adoption and workflow optimizations.
•    Advocacy & Expansion Strategies: Cultivate customer advocacy by identifying power users and turning them into champions. Leverage customer success stories, referrals, and case studies to reinforce trust and encourage account expansion through cross-sell and upsell motions.

Client Expansion
•    Outcome-Based Growth Mapping: Identify expansion opportunities by aligning Five9’s solutions with the customer’s evolving business objectives. Leverage data insights, usage patterns, and customer feedback to propose relevant upsell and cross-sell solutions that drive measurable value.
•    Land & Expand Strategy: Establish a strategic growth plan by starting with a strong initial use case and progressively expanding adoption across additional departments, geographies, or use cases. Utilize customer champions to drive internal buy-in and accelerate adoption.
•    Proactive Executive Alignment: Foster relationships with key stakeholders, ensuring continued executive sponsorship and engagement. Conduct Executive Business Reviews (EBRs) that highlight realized value, explore innovation opportunities, and align Five9’s roadmap with the customer’s future needs to drive deeper account penetration.

Performance Measurement and Continuous Improvement
•    Monitor customer life-cycles and key performance indicators (KPIs) including revenue growth, customer retention and satisfaction (NPS).
•    Work with the RVPs to conduct account reviews and continuously refine strategies for growth, retention and advocacy.
•    Manage CRM data and dashboards to ensure accurate reporting and insights for leadership.
 
Key Competencies:
•    Strong strategic and critical thinking skills.
•    Experience in sales, solutions consulting and/or business consulting.
•    Excellent relationship-building skills, with a track record of engaging senior stakeholders and driving consensus.
•    Analytical and data-driven mindset with experience in opportunity planning and project management.
•    Strong collaboration skills with experience working across Sales, Marketing, Product, and Customer Success teams.

KPIs and Success Metrics:
•    Measurable account revenue growth and increased share of wallet.
•    High customer satisfaction and retention rates, measured by NPS or similar metrics.
•    Effectiveness of tailored content and strategic account deliverables.

Ideal Candidate Requirements:
•    8+ years of experience in Account Strategy, Enterprise Sales, Customer Success or Strategic Account Management, preferably within SaaS or technology sectors.
•    Proven success in managing high-value B2B accounts and driving revenue growth through tailored sales strategies.
•    Experience collaborating across departments (Sales, Marketing, Product, and Services) to execute strategic plans.
•    Knowledge of Winning by Design methodologies and experience implementing structured frameworks for growth.
•    Proficiency in CRM tools, analytics, and developing actionable insights for continuous improvement.

 

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office.  For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office. 

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process.  Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

  • Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
  • Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
  • Generous employee stock purchase plan.
  • Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

The US base salary range for this role is below.

$160,400 - $264,700 USD

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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