Customer Success Manager - Philippines

8x8, Inc.; Manila, Hinoba-an; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

8x8, Inc. in Manila, Philippines, invites a Customer Success Manager to join the Asia team. You will own post-sale relationships, drive adoption, and ensure successful renewals in a fast-paced SaaS environment.

You will proactively manage a portfolio, collaborate with cross-functional partners, and leverage data to demonstrate ROI and business impact for named accounts in the region.

Experience with Video, Contact Center or Web Collaboration is a plus, and a BS or equivalent education is required.

Qualifications

• Proven experience in enterprise-level customer success.
• Track record of exceeding customer satisfaction goals.
• Ability to build relationships with multi-threaded stakeholders.
• Experience in renewal risk management.

Responsibilities

• Own the post-sale customer relationship from go-live onwards.
• Own the Customer Success Plan with KPIs and health metrics.
• Own value realisation narrative for renewals with ROI.
• Monitor platform usage; drive adoption and stickiness.
• Lead monthly or quarterly business reviews by tier.
• Develop multi-threaded customer relationships as trusted advisor.
• Analyze health metrics and drive adoption/retention plays.
• Identify upsell opportunities through stakeholder conversations.

Skills

SaaS sales experience

Customer success management

Executive stakeholder management

Risk mitigation

Adoption and retention strategies

C-level communication

Data-driven decision making

Cross-functional collaboration

Education

BS or equivalent education

Tools

AI-enabled tools

SaaS platforms

Video collaboration tools

Job description

Customer Support Group Full time Manila-8x8 Asia

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 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

#LI-JL1

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.

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 .

Where communication empowers, collaboration inspires and work finds meaning.