Customer Success Manager - Indonesia

8x8inc; Tangerang; On-site; IDR 288,000,000 - 480,000,000; Full time

Job summary

8x8 Jakarta office seeks a Customer Success Manager to proactively build relationships, mitigate risk, and expand product adoption within a defined book of business. You will own the post-sale lifecycle and drive customer delight in a fast-paced environment.

Based in Jakarta, you will manage renewal risk, lead business reviews, and collaborate with cross-functional teams to deliver measurable ROI and outcomes over the contract term.

Qualifications

• SaaS experience across enterprise-level accounts.
• Proven track record in exceeding customer satisfaction goals.
• Experience interacting with C-level executives and leading strategic conversations.
• Strong written and verbal communication with executive audiences.
• Ability to own and drive post-sale lifecycle and renewal risk mitigation.

Responsibilities

• Own the post-sale customer relationship from go-live onwards and be the named face of 8x8 for each account.
• Own the Customer Success Plan with KPIs, milestones, health metrics, and expansion roadmap.
• Lead value realization narratives for renewals including ROI storytelling.
• Monitor usage data and drive adoption to increase platform depth and stickiness.
• Conduct regular business reviews and document value delivered for customers.

Skills

SaaS experience

Enterprise customer success

Sales acumen

Executive engagement

Communication skills

Presentation skills

Cross-functional collaboration

Customer lifecycle management

Data-driven decision making

Education

BS or equivalent education

Job description

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

The 8x8 Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers' unique business objectives. As the quarterback and driver of account enablement, adoption, and end-user engagement, the Customer Success Team is directly impacting 8x8 revenue with strong customer retention.

Based in our 8x8 Jakarta office, as a Customer Success Manager , you will proactively build relationships, identify and mitigate risk and expand product adoption within a specified book of business. The right candidate will be adept at managing multiple priorities without sacrifice to proactive customer delight in a fast-paced, dynamic environment.

Responsibilities

• Own the post-sale customer relationship from go-live onwards. Be the named, accountable face of 8x8 for each account in your portfolio.
• Own the Customer Success Plan for each account, covering agreed KPIs, milestones, health metrics, and a rolling expansion roadmap. Update it continuously, not just at renewal.
• Own the value realisation narrative going into every renewal, a quantified summary of ROI delivered, outcomes achieved, and strategic impact over the contract term.
• Monitor platform usage data continuously. Identify underutilised capabilities and execute targeted adoption plays to drive platform depth and stickiness.
• Run regular business reviews (monthly or quarterly depending on account tier) that quantify value delivered in the customer's own commercial terms, cost savings, delivery rate improvement, conversion uplift, time saved.
• Develop strong multi-threaded customer relationships and serve in the role of trusted advisor to 8x8 customers
• Analyze health metrics and provide leadership and/or execution of adoption and retention plays thru both internal and external resources
• Contribute to lifetime revenue expansion by identifying upsell opportunity organically via stakeholder consultations and proactively addressing renewal risk
• Represent the voice of the customer within 8x8, serving as the customer advocate cross-functionally and closing the loop with the customer with results

Qualifications

• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
• Strong experience in direct and verifiable enterprise-level customer success
• Proven track record of success with a verifiable history of exceeding sales and customer satisfaction goals
• Driven by personal, team and company achievement with a commitment to excellence
• Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality
• Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
• Experience and comfort interacting with and influencing C-level executives
• Strong communication skills, written and verbal, with understanding of situational best practices
• Excellent presentation skills from small to large audiences
• Ability to lead, manage or influence both internal 8x8 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

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