Customer Success Manager, US Remote

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.

Role Overview
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 directly impacts 8x8 revenue through strong customer retention. As a Customer Success Manager, you will proactively build relationships, identify and mitigate risk, and expand product adoption within a specified, high-volume book of business. The right candidate will be adept at managing multiple priorities while delivering consistent, high-quality customer engagement in a fast-paced, dynamic environment.

Responsibilities

Maintain monthly recurring revenue for an assigned portfolio of customers by employing proven strategies that drive product adoption
Own the full renewal lifecycle for an assigned book of business, including accurate forecasting, risk identification, and on-time contract execution with a focus on revenue retention
Lead internal and external initiatives through structured account planning, customer business reviews, and cross-functional partnerships with sales, support, professional services, product management, and other teams
Develop and maintain multi-threaded customer relationships, serving as a trusted advisor across a range of customer stakeholders
Analyze customer health metrics and execute adoption and retention strategies using both internal and customer-facing resources
Effectively leverage multi-channel communication strategies, including video, email, phone, and partner engagement, to drive customer outcomes at scale
Identify expansion opportunities through ongoing customer engagement while proactively addressing renewal risk
Represent the voice of the customer within 8x8, advocating cross-functionally and ensuring timely follow-through and communication of outcomes

Qualifications
Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration
1-3 years of direct customer success, account management, or related experience, preferably managing a high-volume book of business
Proven track record of success with a history of meeting or exceeding customer retention and satisfaction goals
Driven by personal, team, and company achievement with a commitment to excellence
Strong balance of technical aptitude and customer-facing skills, with a customer-centric mindset
Strong analytical and problem-solving skills with the ability to quickly assess and respond to customer needs across multiple accounts
Solution-oriented mindset with the ability to understand and support customers using complex technologies (e.g., VoIP, UCaaS, CCaaS)
Experience engaging with a range of customer stakeholders, including business and technical contacts
Strong written and verbal communication skills with the ability to adapt messaging to different audiences
Ability to manage, influence, and collaborate with internal teams and customer stakeholders to achieve successful outcomes
Demonstrated track record of supporting retention targets (e.g., GRR/NRR) in a SaaS environment
Experience in Video, Contact Center, or Web Collaboration is desired
BS or equivalent education and relevant experience

Open to additional US remote locations

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:

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.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

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