Senior Customer Success Manager - Growth & Renewal

8x8; United States; Remote; USD 122,000 - 203,000; Full time

Job summary

8x8 is seeking a Senior Customer Success Manager in the United States to proactively build relationships, mitigate risk, and expand product adoption within a defined book of business.

You will drive renewals, cross-functional projects, and lifetime value by collaborating with sales, support, professional services, and product management, while leveraging AI-enabled tools for efficiency and impact.

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

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

Skills

SaaS experience

Executive communication

Customer success

Strategic planning

Problem solving

Education

BS or equivalent education

Tools

AI tools

Job description

8x8 is seeking a Senior Customer Success Manager in the United States to proactively build relationships, mitigate risk, and expand product adoption within a defined book of business.

You will drive renewals, cross-functional projects, and lifetime value by collaborating with sales, support, professional services, and product management, while leveraging AI-enabled tools for efficiency and impact.