At a Glance
- Tasks: Build strong customer relationships and drive product adoption for long-term success.
- Company: Join 8x8, a global leader in customer experience solutions.
- Benefits: Competitive salary, flexible work environment, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace that values authenticity and collaboration.
- Why this job: Make a real impact by helping customers achieve their business goals.
- Qualifications: 5+ years in customer success with a proven track record in sales and satisfaction.
The predicted salary is between 60000 - 75000 £ per year.
8x8 connects customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions and drive lasting business impact. The Customer Success team grows long‑term profitable customer relationships by making strategic, operational and measurable contributions to customers' unique business objectives. As a Customer Success Manager, you will proactively build relationships, identify and mitigate risk, and expand product adoption within a specified book of business. Office presence in our London, Whitechapel location 2 days per week, usually mid‑week.
Responsibilities
- Maintain monthly recurring revenue for our most valued customers by employing proven strategies that drive product adoption.
- Responsible for on‑time contract renewals.
- Quarterback internal and external initiatives through strategic account plans, customer business reviews and cross‑functional partnerships with sales, support, professional services, product management and other teams.
- Develop strong multi‑threaded customer relationships and serve as a trusted advisor to 8x8 customers.
- Analyze health metrics and provide leadership and/or execution of adoption and retention plays through both internal and external resources.
- Effectively employ multi‑channel communication strategies that leverage our most effective customer touch‑points, including video, e‑mail, phone, channel partners, and internal & external champions.
- Contribute to lifetime revenue expansion by identifying upsell opportunities organically via stakeholder consultations and proactively addressing renewal risk.
- Represent the voice of the customer within 8x8, serving as the customer advocate cross‑functionally and closing the loop with the customer with results.
Qualifications
- 5+ years direct and verifiable enterprise‑level customer success experience.
- Proven track record of exceeding sales and customer satisfaction goals.
- Experience leveraging AI‑enabled tools to enhance efficiency, problem‑solving and collaboration.
- Strong technical expertise and sales acumen wrapped in a customer‑centric mentality.
- Strong analytical, problem‑solving and dot‑connecting skills with the ability to develop quick, accurate situational awareness.
- Enterprise‑ready, solution‑oriented mindset to understand and solve complex customer issues.
- Experience interacting with and influencing C‑level executives.
- Strong written and verbal communication skills and understanding of situational best practices.
- Excellent presentation skills from small to large audiences.
- Ability to lead, manage or influence both internal 8x8 resources as well as customer resources to achieve successful outcomes.
- SaaS experience required.
- Experience in Video, Contact Center or Web Collaboration desired.
- BS or equivalent education and relevant experience.
Equal Opportunity Statement
8x8 believes diversity makes our company stronger. We are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. Our company is a member of the Living Wage Foundation and undertakes background checks on all prospective employees.
Customer Success Manager employer: 8x8 UK Ltd.
At 8x8, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Customer Success Manager in our London office, you will benefit from a collaborative environment that prioritises professional growth and innovation, while enjoying the flexibility of hybrid working. With a commitment to diversity and employee well-being, we offer competitive benefits and opportunities for meaningful contributions to customer success, making us an exceptional employer in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Network Like a Pro
Get out there and connect with people in the industry! Attend events, join online forums, and don’t be shy about reaching out to current Customer Success Managers on LinkedIn. Building relationships can open doors that a CV just can’t.
✨Show Off Your Skills
When you get the chance to chat with potential employers, make sure to highlight your experience with AI tools and your knack for problem-solving. Share specific examples of how you've driven product adoption or improved customer satisfaction in past roles.
✨Be the Customer Advocate
During interviews, demonstrate your understanding of customer needs and how you can represent their voice within the company. Talk about times when you’ve successfully influenced stakeholders or resolved complex issues for clients.
✨Apply Through Our Website
Don’t forget to apply directly through our website! It shows you're genuinely interested in joining 8x8 and makes it easier for us to spot your application. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in building relationships and driving product adoption, as these are key to what we do at 8x8.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve exceeded sales and customer satisfaction goals. We love seeing quantifiable results that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We value diversity and want to see the real you! Share your unique experiences and perspectives that make you a great fit for our team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team at 8x8!
How to prepare for a job interview at 8x8 UK Ltd.
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics and how they relate to 8x8's goals. Be ready to discuss how you've used these metrics in your previous roles to drive product adoption and maintain revenue.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with customers in the past. Highlight specific instances where you acted as a trusted advisor and how that led to successful outcomes for both the customer and your previous employer.
✨Demonstrate Your Analytical Mindset
Be prepared to talk about how you've analysed customer health metrics in your previous roles. Share specific strategies you've implemented to address risks and improve customer retention, showcasing your problem-solving skills.
✨Communicate Effectively Across Channels
Since the role involves multi-channel communication, think of examples where you've successfully engaged customers through various touchpoints. Discuss how you tailor your communication style to different audiences, especially when dealing with C-level executives.
