Customer Success Manager, US Remote

8x8 is a company that connects customers and teams globally, empowering CX leaders with performance and insights. The Customer Success Manager will build long-term relationships, drive product adoption, and ensure customer retention through strategic engagement and account management.

Responsibilities:

• Maintain monthly recurring revenue for an assigned portfolio of customers by employing proven strategies that drive product adoption
• Own the full renewal lifecycle for an assigned book of business, including accurate forecasting, risk identification, and on-time contract execution with a focus on revenue retention
• Lead internal and external initiatives through structured account planning, customer business reviews, and cross-functional partnerships with sales, support, professional services, product management, and other teams
• Develop and maintain multi-threaded customer relationships, serving as a trusted advisor across a range of customer stakeholders
• Analyze customer health metrics and execute adoption and retention strategies using both internal and customer-facing resources
• Effectively leverage multi-channel communication strategies, including video, email, phone, and partner engagement, to drive customer outcomes at scale
• Identify expansion opportunities through ongoing customer engagement while proactively addressing renewal risk
• Represent the voice of the customer within 8x8, advocating cross-functionally and ensuring timely follow-through and communication of outcomes

Requirements:

• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration
• 1-3 years of direct customer success, account management, or related experience, preferably managing a high-volume book of business
• Proven track record of success with a history of meeting or exceeding customer retention and satisfaction goals
• Driven by personal, team, and company achievement with a commitment to excellence
• Strong balance of technical aptitude and customer-facing skills, with a customer-centric mindset
• Strong analytical and problem-solving skills with the ability to quickly assess and respond to customer needs across multiple accounts
• Solution-oriented mindset with the ability to understand and support customers using complex technologies (e.g., VoIP, UCaaS, CCaaS)
• Experience engaging with a range of customer stakeholders, including business and technical contacts
• Strong written and verbal communication skills with the ability to adapt messaging to different audiences
• Ability to manage, influence, and collaborate with internal teams and customer stakeholders to achieve successful outcomes
• Demonstrated track record of supporting retention targets (e.g., GRR/NRR) in a SaaS environment
• BS or equivalent education and relevant experience
• Experience in Video, Contact Center, or Web Collaboration is desired