Strategic Customer Success Manager - Drive Adoption & ROI

Francisco Partners; Manila; On-site; PHP 5,643,000 - 7,524,000; Full time

Job summary

8x8 is seeking a Customer Success Manager to proactively manage post-sale relationships, drive adoption, and expand product use within a defined book of business. You will act as a trusted advisor to customers, monitor health metrics, and coordinate with cross-functional teams to deliver measurable ROI.

With SaaS experience and comfort engaging with C-level executives, you will conduct regular business reviews, identify renewal risks, and uncover expansion opportunities, contributing to

Qualifications

• Proven experience in enterprise-level customer success and renewal management.
• SaaS experience required with a track record of exceeding goals.
• Ability to influence C-level executives and senior stakeholders.
• Strong written and verbal communication, and presentation skills.
• Experience using AI-enabled tools to improve efficiency and outcomes.
• Video, Contact Center or Web Collaboration experience is a plus.
• Bachelor’s degree or equivalent education.

Responsibilities

• Own the post-sale customer relationship from go-live onwards and be the accountable face of 8x8.
• Own the Customer Success Plan for each account, with KPIs, milestones and health metrics.
• Articulate ROI and value delivered at renewals and throughout the contract term.
• Monitor usage data, identify underutilized capabilities, and drive adoption.
• Lead regular business reviews (monthly or quarterly) to quantify value and outcomes.
• Develop multi-threaded customer relationships and act as trusted advisor.
• Provide leadership in adoption and retention plays using internal and external resources.
• Identify upsell opportunities through stakeholder consultations and renewal risk mitigation.
• Represent the voice of the customer cross-functionally and close feedback loops.

Skills

AI-enabled tools

Enterprise customer success

Proven sales and CS goals

Customer-centric mentality

Analytical problem-solving

C-level engagement

Strong communication

Presentation skills

Cross-functional influence

SaaS experience

Video/CC/Web Collaboration experience

Education

BS or equivalent education

Job description

8x8 is seeking a Customer Success Manager to proactively manage post-sale relationships, drive adoption, and expand product use within a defined book of business. You will act as a trusted advisor to customers, monitor health metrics, and coordinate with cross-functional teams to deliver measurable ROI.

With SaaS experience and comfort engaging with C-level executives, you will conduct regular business reviews, identify renewal risks, and uncover expansion opportunities, contributing to