Enterprise Customer Success Manager: Adoption & ROI Driver

PT Eight Solutions Indonesia; Indonesia; On-site; IDR 360,000,000 - 600,000,000; Full time

Job summary

8x8 Jakarta is seeking a Customer Success Manager to own post-sale relationships, manage success plans, and drive ongoing value across a defined book of business in a fast-paced environment.

Ideal candidates excel in C-level collaboration, SaaS ecosystems, and cross-functional coordination to expand product adoption and ensure renewals, with a focus on measurable ROI and customer delight.

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

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.

Skills

AI-enabled tools

Enterprise customer success

Sales acumen

C-level engagement

Communication

Presentations

SaaS experience

Video collaboration

Web collaboration

Customer-centric

Analytical thinking

Education

BS or equivalent

Tools

Video collaboration tools

Contact center tools

Web collaboration platforms

Job description

8x8 Jakarta is seeking a Customer Success Manager to own post-sale relationships, manage success plans, and drive ongoing value across a defined book of business in a fast-paced environment.

Ideal candidates excel in C-level collaboration, SaaS ecosystems, and cross-functional coordination to expand product adoption and ensure renewals, with a focus on measurable ROI and customer delight.