Account Strategy Director Account Management United States (Remote)

Five9

324d • $160,400 - $264,700 • Remote

About The Position

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.

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.

Nice To Haves

• 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.

Responsibilities

• 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.
• Align onboarding processes with the customer's desired business outcomes by clearly defining success metrics, milestones, and key use cases.
• Implement a phased enablement approach that includes guided walkthroughs, hands-on training, and knowledge transfer sessions to drive adoption.
• Establish early warning signals by monitoring adoption patterns and customer engagement levels.
• 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.
• Develop ongoing success plans that map out long-term growth opportunities, ensuring that customers are consistently deriving value.
• Cultivate customer advocacy by identifying power users and turning them into champions.
• Identify expansion opportunities by aligning Five9's solutions with the customer's evolving business objectives.
• Establish a strategic growth plan by starting with a strong initial use case and progressively expanding adoption across additional departments, geographies, or use cases.
• Foster relationships with key stakeholders, ensuring continued executive sponsorship and engagement.
• 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.

Benefits

• 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.
• 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.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services