Senior Customer Success Manager

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

📋 Description

• Sustain monthly recurring revenue for key customers through strategies that promote product adoption.

• Guarantee timely contract renewals.

• Spearhead internal and external initiatives via strategic account planning, customer business reviews, and cross-functional collaborations.

• Foster multi-faceted customer relationships and act as a trusted advisor.

• Evaluate health metrics and lead or implement adoption and retention strategies.

• Utilize video, email, phone, channel partners, and both internal and external champions for effective customer communication.

• Discover organic upsell opportunities and proactively manage renewal risks.

• Advocate for the customer’s perspective within 8x8 and ensure feedback is communicated back to customers.

⛳️ Requirements

• Demonstrated experience utilizing AI-powered tools to boost efficiency, problem-solving, and collaboration.

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

• Proven history of surpassing sales and customer satisfaction objectives.

• Technical proficiency and sales insight with a focus on customer needs.

• Excellent analytical, problem-solving, and connective thinking abilities.

• An enterprise-ready, solution-focused approach to complex customer challenges.

• Experience engaging with and influencing C-level executives.

• Exceptional written and verbal communication skills.

• Strong presentation capabilities for audiences ranging from small to large groups.

• Capacity to lead, manage, or influence both internal 8x8 and customer resources.

• Required experience in SaaS.

• Desired experience in Video, Contact Center, or Web Collaboration.

• Bachelor's degree or equivalent education along with relevant experience.

🏝️ Benefits

• Certain roles are eligible for discretionary merit increases, bonuses, and/or stock options.

• Some positions offer the potential to earn sales variable compensation incentives based on the specific plan and employee role.

• Commitment to equal employment opportunities.

• Reasonable accommodations available for individuals with disabilities.