At a Glance
- Tasks: Build strong customer relationships and drive product adoption in a dynamic environment.
- Company: Join 8x8, a leader in customer experience solutions with a focus on innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace that values authenticity and personal achievement.
- Why this job: Make a real impact by helping customers succeed and driving business results.
- Qualifications: 5+ years in enterprise customer success with strong analytical and communication skills.
The predicted salary is between 60000 - 80000 £ 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.
Enterprise Customer Success Manager — Hybrid London employer: Dormont Manufacturing Co
At 8x8, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As an Enterprise Customer Success Manager in our London office, you will benefit from a collaborative environment that prioritises professional growth, offers competitive remuneration, and supports work-life balance through our hybrid model. Join us to make a meaningful impact while enjoying the unique advantages of working in a vibrant city known for its innovation and diversity.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Customer Success Manager — Hybrid London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at 8x8 on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by practising your storytelling skills. Think of specific examples from your past roles where you've driven customer success, managed multiple priorities, or influenced C-level executives. We want to hear how you’ve made an impact!
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used data to drive product adoption or improve customer satisfaction. Bring some metrics or case studies to the table to back up your claims – numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the 8x8 team. Let’s get you in the door!
We think you need these skills to ace Enterprise Customer Success Manager — Hybrid London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Enterprise Customer Success Manager. Highlight your experience with customer success, especially in enterprise settings, and showcase any relevant achievements that align with the job description.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how your skills can help 8x8 thrive. Be sure to mention specific examples of how you've driven product adoption and customer satisfaction in the past.
Showcase Your Communication Skills:Since strong communication is key for this role, make sure your application reflects that. Use clear, concise language and structure your documents well. If you have experience presenting to C-level executives, don’t forget to mention it!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
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. This shows you understand the importance of measurable contributions to business objectives.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with clients in the past. Highlight your ability to serve as a trusted advisor and how you've navigated complex situations to delight customers. This is crucial for demonstrating your fit for the role.
✨Demonstrate Your Problem-Solving Abilities
Think of specific instances where you've identified risks or challenges for customers and how you addressed them. Be ready to explain your analytical approach and how you connect the dots to provide effective solutions. This will showcase your proactive mindset.
✨Practice Your Communication Skills
Since this role involves multi-channel communication, practice articulating your thoughts clearly and confidently. Prepare to discuss how you've effectively engaged with C-level executives and other stakeholders. Strong communication skills are essential for success in this position.
