Customer Success Manager

This is a fully remote position, open to applicants in Romania.

📋 Description

• Sustain monthly recurring revenue for our key customers by implementing effective strategies that promote product usage.

• Ensure timely contract renewals.

• Coordinate both internal and external efforts through strategic account plans, customer business reviews, and collaborative partnerships with sales, support, professional services, product management, and other departments.

• Build robust multi-threaded relationships with customers and act as a trusted advisor to 8x8 clients.

• Evaluate health metrics and lead or execute adoption and retention strategies using both internal and external resources.

• Utilize multi-channel communication approaches that maximize our most impactful customer interactions, including video, email, phone, channel partners, and both internal and external advocates.

• Contribute to long-term revenue growth by identifying organic upsell opportunities through stakeholder discussions and proactively mitigating renewal risks.

• Advocate for the customer's perspective within 8x8, serving as their representative across functions and ensuring feedback is looped back to the customer with actionable results.

⛳️ Requirements

• Demonstrated experience in utilizing AI-enabled tools to improve efficiency, problem-solving, and teamwork.

• 3-5 years of direct and verifiable experience in enterprise-level customer success.

• Proven history of achieving and surpassing sales and customer satisfaction targets.

• Motivated by personal, team, and company accomplishments with a dedication to excellence.

• Possess a unique combination of technical knowledge and sales skills, all while maintaining a strong customer-focused approach.

• Strong analytical, problem-solving, and pattern recognition abilities, with a knack for quickly developing accurate situational awareness.

• Enterprise-ready and solution-oriented mindset to understand and resolve complex customer challenges.

• Comfortable interacting with and influencing C-level executives.

• Excellent communication skills, both written and verbal, with an understanding of situational best practices.

• Outstanding presentation abilities suited for both small and large audiences.

• Capability to lead, manage, or influence both internal 8x8 teams and customer resources to achieve successful results.

• SaaS experience is a must.

• Experience in Video, Contact Center, or Web Collaboration is preferred.

• BS degree or equivalent education and relevant experience.

🏝️ Benefits

• 8x8 values diversity, believing it strengthens our company, which is why we are a proud equal opportunities employer.

• Our Job Applicant Privacy Notice can be found here.