Customer Success Manager

California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Communications, Customer Experience Software, SaaSIndustries

Requirements

Candidates must have 5+ years of direct enterprise-level customer success experience with a proven track record of exceeding sales and customer satisfaction goals. A strong blend of technical expertise and sales acumen, with a customer-centric mentality, is essential. The role requires strong analytical, problem-solving, and dot-connecting skills, an enterprise-ready, solution-oriented mindset, and comfort interacting with and influencing C-level executives. Excellent communication, presentation, and influencing skills are necessary, along with SaaS experience. A BS or equivalent education and relevant experience are required, and experience in Video, Contact Center, or Web Collaboration is desired.

Responsibilities

The Customer Success Manager is responsible for maintaining monthly recurring revenue through strategies that drive product adoption and ensuring on-time contract renewals. This role involves quarterbacking internal and external initiatives with strategic account plans, conducting customer business reviews, and fostering cross-functional partnerships. The manager will develop strong multi-threaded customer relationships, acting as a trusted advisor, and analyzing health metrics to execute adoption and retention plays. Effective multi-channel communication strategies will be employed, and the role contributes to lifetime revenue expansion by identifying upsell opportunities and addressing renewal risk. The Customer Success Manager will also represent the voice of the customer internally and close the loop with customers on results.

Skills

Customer Success

Account Management

Product Adoption

Customer Retention

Strategic Account Planning

Risk Mitigation

AI Proficiency

Communication

8x8

Cloud communications and collaboration platform

About 8x8

8x8 provides cloud communications and collaboration services to businesses worldwide, offering a suite of tools that enhance communication. Their main product, the 8x8 Experience Communications Platform, combines voice, video, chat, and contact center services into one platform, allowing businesses to manage both customer engagement and internal communications seamlessly. This platform is known for its high call quality and 24/7 customer support in multiple languages. Unlike many competitors, 8x8 operates on a subscription model, which allows for scalability and customization based on specific business needs. The company also offers advanced analytics to help businesses improve their customer experience. 8x8's goal is to provide secure and reliable communication solutions that meet the needs of businesses handling sensitive information.

Campbell, CaliforniaHeadquarters

1987Year Founded

$253.1MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise Software, CybersecurityIndustries

1,001-5,000Employees