Overview
8×8 connects customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions and drive lasting business impact. The Customer Success team grows long‑term profitable customer relationships by making strategic, operational and measurable contributions to customers’ unique business objectives. As a Customer Success Manager, you will proactively build relationships, identify and mitigate risk, and expand product adoption within a specified book of business. Office presence in our London, Whitechapel location 2 days per week, usually mid‑week.
Responsibilities
- Maintain monthly recurring revenue for our most valued customers by employing proven strategies that drive product adoption.
- Responsible for on‑time contract renewals.
- Quarterback internal and external initiatives through strategic account plans, customer business reviews and cross‑functional partnerships with sales, support, professional services, product management and other teams.
- Develop strong multi‑threaded customer relationships and serve as a trusted advisor to 8×8 customers.
- Analyze health metrics and provide leadership and/or execution of adoption and retention plays through both internal and external resources.
- Effectively employ multi‑channel communication strategies that leverage our most effective customer touch‑points, including video, e‑mail, phone, channel partners, and internal & external champions.
- Contribute to lifetime revenue expansion by identifying upsell opportunities organically via stakeholder consultations and proactively addressing renewal risk.
- Represent the voice of the customer within 8×8, serving as the customer advocate cross‑functionally and closing the loop with the customer with results.
Qualifications
- 5+ years direct and verifiable enterprise‑level customer success experience.
- Proven track record of exceeding sales and customer satisfaction goals.
- Experience leveraging AI‑enabled tools to enhance efficiency, problem‑solving and collaboration.
- Strong technical expertise and sales acumen wrapped in a customer‑centric mentality.
- Strong analytical, problem‑solving and dot‑connecting skills with the ability to develop quick, accurate situational awareness.
- Enterprise‑ready, solution‑oriented mindset to understand and solve complex customer issues.
- Experience interacting with and influencing C‑level executives.
- Strong written and verbal communication skills and understanding of situational best practices.
- Excellent presentation skills from small to large audiences.
- Ability to lead, manage or influence both internal 8×8 resources as well as customer resources to achieve successful outcomes.
- SaaS experience required.
- Experience in Video, Contact Center or Web Collaboration desired.
- BS or equivalent education and relevant experience.
Equal Opportunity Statement
8×8 believes diversity makes our company stronger. We are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. Our company is a member of the Living Wage Foundation and undertakes background checks on all prospective employees.
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