Strategic Enterprise Customer Success Manager

8x8 International Philippine Branch Office

Manila

On-site

PHP 900,000 - 1,500,000

Full time

3 days ago

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Job summary

8x8 seeks a Customer Success Manager in the Philippines to own post-sale relationships from go-live, acting as the accountable face for each account. You will drive Customer Success Plans, track KPIs, and expand adoption to realize ROI and renewal value.

You’ll monitor usage, surface underutilized capabilities, and lead regular value-based business reviews. You will develop multi-threaded relationships, influence stakeholders, and identify upsell opportunities while ensuring high customer

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.

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.