Senior Customer Success Manager

8x8, Inc. (U.S); Colorado; Hybrid; USD 122,000 - 203,000; Full time

Job summary

8x8, Inc. in Colorado is seeking a Senior Customer Success Manager to proactively build relationships, drive adoption, and mitigate risk across a defined book of business.

You will lead multi-threaded engagements with executives, coordinate with sales, support, professional services and product teams to ensure renewals and meaningful expansions, while delivering customer delight in a fast-paced SaaS environment.

Qualifications

• AI-enabled tools experience to enhance efficiency, problem-solving, and collaboration.
• 5+ years direct and verifiable enterprise-level customer success experience.
• Proven track record of exceeding sales and customer satisfaction goals.
• SaaS experience required.
• BS or equivalent education.

Responsibilities

• Maintain monthly recurring revenue by driving product adoption.
• Responsible for on-time contract renewals.
• Lead strategic account plans and customer business reviews with cross-functional teams.
• Develop strong multi-threaded customer relationships as trusted advisor.
• Analyze health metrics and drive adoption and retention strategies.
• Use multi-channel communication with customers (video, email, phone, partners).
• Identify upsell opportunities and address renewal risk proactively.
• Represent the voice of the customer cross-functionally and drive outcomes.

Skills

AI tools

Enterprise CS

SaaS experience

Relationship management

Analytical skills

Executive communication

Multi-stakeholder coordination

Education

BS or equivalent

Job description

Overview

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 Senior 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

• Maintain monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption
• Responsible for on-time contract renewals
• Quarterback internal and external initiatives through strategic account plans, customer business reviews and cross-functional partnerships with sales, support, professional services, product management and other teams
• 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
• Effectively employ multi-channel communication strategies that leverage our most effective customer touch-points including video, e-mail, phone, channel partners, and internal & external champions
• 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.
• 5+ years direct and verifiable enterprise-level customer success experience
• 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
• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
• 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

Compensation and Benefits

• The compensation range reflects the Company’s good faith belief at the time of posting. 8x8 has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Further, individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience, knowledge, success, education and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. Certain roles are eligible for additional rewards, including discretionary merit increases, bonus and/or stock. Certain roles have the opportunity to earn sales variable compensation incentives based on the terms of the plan and the employee’s role.
• Salary Ranges: $121,600.00 - $202,800.00

Equal Opportunity

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.

Work Eligibility and Accommodation

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]

Other Information

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