At a Glance
- Tasks: Build strong customer relationships and drive product adoption for lasting business impact.
- Company: Join 8x8, a global leader in customer experience solutions.
- Benefits: Competitive salary, diverse workplace, and opportunities for personal growth.
- Other info: Office presence required 2 days a week in London, Whitechapel.
- Why this job: Make a real difference by empowering customers and enhancing their success.
- Qualifications: 5+ years in customer success with a knack for problem-solving and communication.
The predicted salary is between 50000 - 65000 £ 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. Please be aware that this role does entail 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 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 thru 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: Dormont Manufacturing Co
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, Whitechapel office, you will benefit from a collaborative environment that prioritises professional growth and offers opportunities for meaningful engagement with customers. With a commitment to diversity and employee well-being, including membership in the Living Wage Foundation, 8x8 is dedicated to creating a workplace where your contributions are valued and rewarded.
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, or even reach out to current employees at 8x8 on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Show off your skills in action! If you get the chance, prepare a mini-presentation or case study that highlights how you've driven customer success in the past. This will demonstrate your expertise and give you an edge over other candidates.
✨Tip Number 3
Be proactive! Research 8x8’s products and think about how you can contribute to their success. Bring ideas to the table during interviews about how you can enhance customer engagement and retention. It shows you're already invested!
✨Tip Number 4
Don’t forget to follow up! After interviews, send a thank-you email that reiterates your enthusiasm for the role and briefly mentions something specific you discussed. It keeps you top of mind and shows your commitment.
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 how you've driven product adoption in previous roles. We want to see how you can bring value to our team!
Showcase Your Achievements:Don’t just list your responsibilities; share your successes! Use specific examples of how you've exceeded sales and customer satisfaction goals. We love numbers, so if you can quantify your achievements, even better!
Be Authentic:Let your personality shine through in your application. We value authenticity and want to know who you are beyond your professional experience. Share your passion for customer success and how it aligns with our mission at 8x8.
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. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at Dormont Manufacturing Co
✨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 data to drive product adoption and retention in your previous roles.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with clients in the past. Highlight your ability to act as a trusted advisor and how you’ve navigated complex situations to delight customers.
✨Demonstrate Your Problem-Solving Abilities
Think of specific challenges you've faced in customer success and how you resolved them. Be ready to share your analytical approach and how you connect the dots to provide effective solutions.
✨Communicate Effectively
Practice your communication skills, both verbal and written. Be prepared to present your ideas clearly and confidently, as this role requires engaging with C-level executives and various stakeholders.
