Sr. Customer Success Manager, Enterprise
About The Position
The Senior Customer Success Manager - Enterprise role at Eightfold is responsible for our customers' post-sales and implementation journey, ensuring that both our core AI platform & agents are delivering real, measurable outcomes. This role is an evolution of the traditional Customer Success role as we are focused on helping customers unblock the business value of AI through the Eightfold Talent Intelligence Platform. Our Senior Customer Success Managers share best practices and play-books to help our customers strategically integrate core AI and agents into existing workflows, identifying where they can augment work and create the most value. The Senior Customer Success Manager is a trusted advisor to help our customers optimize and expand what’s working, ensuring the value of Eightfold grows over time. You will help them define their key aspirations and leverage the power of big data, AI and deep machine learning to re-design the way they acquire, engage and empower talent, internally and externally, across the globe. You will also be the voice of our customers back to Eightfold.
Requirements
- 5+ years of experience in management consulting, functional HR talent acquisition/talent management/learning/etc., customer success, or account management
- Ability to travel 10-15%
Nice To Haves
- 8+ years of experience in management consulting, functional HR talent acquisition/talent management/learning/etc., customer success, or account management
- Experience in AI/ML technologies in the HR space or working at a fast-growing technology/SaaS company
- Experience in driving customer renewals and upsell opportunities
- Excellent problem solving in complex, multi-stakeholder situations
- Top-level data analysis and synthesis
- Close attention to detail, basics of project management, and ability to keep multiple trains running at once
- Strong verbal and written communication skills
- Experience with public speaking, webinars, and conferences
Responsibilities
- Evangelize Eightfold AI platform with our customers and ensure customers maximize value
- Monitor adoption and identify and close opportunities for improved platform and agent usage to expand long-term value
- Leverage data to articulate ROI consistently and effectively to customer allowing to drive towards business outcomes
- Lead renewal planning conversations with customers to ensure that solution aligns to business priorities and highlights long-term value
- Design and lead upsell opportunities that demonstrate solution capabilities
- Unblock internal escalations by partnering with cross functional teams including product, engineering, product delivery, support, and sales
- Build a deep understanding of your customer’s business and HR challenges; serve as a thought partner on strategy development and the role Eightfold can play
- Build relationships and credibility with key contacts at all levels; proactively identify contact gaps and work cross-functionally to foster those new relationships
- Stay abreast of Eightfold product releases, roadmap, and the broader HR Tech landscape
- Influence Eightfold’s strategic direction by understanding customer’s business, challenges, desired outcomes, and requested product features
- Drive customer satisfaction through impeccable execution & strategic value add, guaranteeing customer renewal
Benefits
- family medical, vision and dental coverage
- a competitive base salary
- eligibility for equity awards and discretionary bonuses or commissions
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
