Customer Success Manager - EMEA
8x8 Open · verified Sep 24, 2026 At a glance
Mid-level Customer Success role at 8x8. Manila-8x8 Asia · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Own post-sale relationships from go-live, acting as the accountable contact for each account in your portfolio
- Maintain success plans with KPIs, milestones, health measures, and an ongoing expansion path
- Turn usage data into targeted adoption actions that increase platform depth and address underused capabilities
- Lead business reviews that connect delivered value to customer metrics such as savings, conversion, and time gained
- Spot expansion opportunities, reduce renewal risk, and represent customer needs across internal teams
What you bring
- Direct, verifiable enterprise customer-success experience with results against sales and satisfaction targets
- Demonstrated use of AI-enabled tools to improve efficiency, problem-solving, and collaboration
- SaaS experience plus technical judgment, sales ability, and strong customer focus
- Confidence influencing C-level stakeholders through clear communication and polished presentations
- A BS degree or equivalent education paired with relevant experience
Who this fits
This role suits a customer-success professional who can manage a portfolio, quantify business outcomes, and influence both executives and internal resources. You should be comfortable balancing adoption, retention, and expansion work while serving as a trusted customer adviser. The position is based in Manila, Philippines.
From the employer
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
Own the post-sale customer relationship from go-live onwards. Be the named, accountable face of 8x8 for each account in your portfolio.
Own the Customer Success Plan for each account, covering agreed KPIs, milestones, health metrics, and a rolling expansion roadmap. Update it continuously, not just at renewal.
Own the value realisation narrative going into every renewal, a quantified summary of ROI delivered, outcomes achieved, and strategic impact over the contract term.
Monitor platform usage data continuously. Identify underutilised capabilities and execute targeted adoption plays to drive platform depth and stickiness.
Run regular business reviews (monthly or quarterly depending on account tier) that quantify value delivered in the customer's own commercial terms, cost savings, delivery rate improvement, conversion uplift, time saved.
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
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.
Strong experience in direct and verifiable enterprise-level customer success
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
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 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
View the Participant Poster in English and Español.
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We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at careers@8x8.com (Include “Reasonable Accommodation” in the subject line)
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