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- Tasks: Build strong customer relationships and drive product adoption in a dynamic environment.
- Company: Join 8x8, a leader in customer experience solutions with a diverse culture.
- Benefits: Enjoy competitive salary, career growth, and the chance to make a real impact.
- Other info: Work in a supportive team that values diversity and personal authenticity.
- Why this job: Be the trusted advisor for customers and influence their success with innovative solutions.
- Qualifications: 5+ years in customer success, strong communication skills, and a customer-centric mindset.
The predicted salary is between 50000 - 60000 £ per year.
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. 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 is directly impacting 8x8 revenue with strong customer retention.
As a Customer Success Manager, you will proactively build relationships, identify and mitigate risk and expand product adoption within a specified book of business. The right candidate will be adept at managing multiple priorities without sacrifice to proactive customer delight in a fast-paced, dynamic environment.
Responsibilities
- Maintain monthly recurring revenue for our most valued customers by employing proven strategies which 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 in the role of 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 opportunity 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
- Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
- 5+ years direct and verifiable enterprise-level customer success experience.
- Proven track record of success with a verifiable history of exceeding sales and customer satisfaction goals.
- Driven by personal, team and company achievement with a commitment to excellence.
- Possess that rare blend of technical expertise and sales acumen wrapped in a strong 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 and comfort interacting with and influencing C-level executives.
- Strong communication skills, written and verbal, with 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.
8x8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness which is why we have been a member of the Living Wage Foundation for many years and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to.
Customer Success Manager employer: 8x8
Contact Detail:
8x8 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
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.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your past successes in customer success roles. Use real metrics and examples to demonstrate how you’ve driven product adoption and customer satisfaction. This will make you stand out in interviews.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors. Focus on articulating your experience with AI tools, upselling strategies, and how you’ve managed customer relationships. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Apply through our website! We love seeing candidates who take the initiative to apply directly. It shows you're genuinely interested in joining our team at 8x8. Plus, you’ll get a chance to showcase your personality and passion for customer success right from the start.
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 with customer relationships and any relevant metrics that showcase your success in previous roles. We want to see how you can bring value to our team!
Showcase Your Skills: Don’t forget to emphasise your analytical and problem-solving skills. Mention any AI-enabled tools you've used to enhance efficiency, as this is a big plus for us. We love candidates who can connect the dots and provide solutions!
Be Authentic: Let your personality shine through in your application. We value authenticity and want to know what makes you tick. Share your passion for customer success and how you’ve gone above and beyond for clients in the past.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, your application will be seen by the right people, and we can’t wait to hear from you!
How to prepare for a job interview at 8x8
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics and how they relate to the role. Be ready to discuss how you've used data to drive product adoption and retention in your previous roles. This shows you understand the importance of metrics in maintaining monthly recurring revenue.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with customers in the past. Highlight your ability to serve as a trusted advisor and how you've navigated complex situations to delight customers. This will demonstrate your fit for the role of quarterback in account enablement.
✨Demonstrate Your Problem-Solving Abilities
Think of specific instances where you've identified risks and implemented solutions that led to successful outcomes. Be ready to discuss your analytical skills and how you've used them to enhance customer satisfaction and drive upsell opportunities.
✨Practice Your Communication Skills
Since the role involves multi-channel communication, practice articulating your thoughts clearly and confidently. Prepare to discuss how you've effectively communicated with C-level executives and other stakeholders, showcasing your strong verbal and written skills.