Strategic Senior Customer Success Manager: Adoption & Renewals

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

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.