Customer Success Manager - EMEA

Francisco Partners; Manila; On-site; PHP 4,935,224 - 6,785,934; Full time

Job summary

8x8 is seeking a Customer Success Manager to proactively manage post-sale relationships, drive adoption, and expand product usage within a defined book of business. You will own success plans, monitor platform usage, and lead business reviews to demonstrate ROI and value for renewals.

The role requires proven enterprise CS experience, strong communication with C-level executives, and a track record of exceeding customer satisfaction goals in a fast-paced SaaS environment.

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 exceeding sales and customer satisfaction goals.
• Driven by achievement with a customer-centric mindset.
• Ability to interact with and influence C-level executives.
• SaaS experience required; Video, Contact Center or Web Collaboration exposure.
• BS or equivalent education and relevant experience.

Responsibilities

• Own the post-sale customer relationship from go-live onwards, the accountable face of 8x8 for each account.
• Own the Customer Success Plan for each account, covering KPIs, milestones, health metrics, and expansion roadmap.
• Own the value realisation narrative going into every renewal with ROI outcomes.
• Monitor platform usage data and drive adoption to increase depth and stickiness.
• Run regular business reviews to quantify value and savings in commercial terms.
• Develop multi-threaded customer relationships and act as trusted advisor to 8x8 customers.
• Analyze health metrics and lead adoption/retention plays with internal and external resources.
• Identify upsell opportunities through stakeholder consultations and renewal risk mitigation.
• Represent the voice of the customer cross-functionally and close the loop with results.

Skills

AI-enabled tools

Enterprise-level CS

Sales acumen

Customer-centric mindset

Analytical thinking

Executive communication

Presentation skills

SaaS experience

Video/CC/Web Collaboration

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.

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 through 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.

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

View the Participant Poster in English and Español.

View the Right to Work Poster in English and Español.

We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at [e-mail] (Include \"Reasonable Accommodation\" in the subject line).

Our Job Applicant Privacy Notice can be found here.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.