Senior Director, Customer Success Automation

8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity. 

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

Reporting to the VP of Customer Success, the Sr. Director Customer Success Automation will oversee two teams:

CS Account Operations – Focused on proactive retention efforts and managing renewals at scale.

Scaled Customer Success Managers (CSMs) – Dedicated to engaging and supporting the longtail of 8x8’s customer base through a tech-touch and automation-first approach.

This leader will be responsible for designing and implementing AI-driven Customer Success and Retention strategies, leveraging automation to reduce churn, optimize efficiency, and expand coverage. The ideal candidate is a data-driven, AI-savvy CS leader who thrives at the intersection of technology, strategy, and customer experience.

Key Responsibilities

Retention & Scaled Customer Success Strategy

• Drive retention strategies that leverage AI, automation, and predictive analytics to proactively mitigate churn.

• Optimize the longtail customer portfolio by designing a tech-touch engagement model that scales with automation.

• Develop and operationalize AI-driven retention workflows to increase efficiency and revenue impact.

• Partner with Sales, RevOps, and Marketing to identify upsell, expansion, and adoption opportunities in at-risk accounts.

AI & Automation for Customer Success

• Lead AI-first process automation to reduce manual intervention while improving customer experience.

• Define and implement predictive churn risk modeling by integrating Planhat, Staircase.ai, and Salesforce insights.

• Establish a data-driven approach to CS, leveraging AI, digital engagement, and automation workflows.

• Partner with IT and BizApps teams to ensure seamless AI integrations across 8x8’s customer success technology stack.

Leadership & Cross-Functional Collaboration

• Lead and mentor two teams:

  • CS Account Operations team (focused on proactive retention).

  • Scaled CSMs (dedicated to longtail customer engagement).

• Drive adoption of AI-powered Customer Success practices across the organization.

• Represent Customer Success in executive-level discussions on AI, automation, and digital transformation.

• Define and monitor customer retention KPIs, ensuring alignment with business objectives.

Qualifications & Experience

Required Skills & Experience:

• 10+ years of Customer Success leadership experience in a SaaS or cloud-based business.

• Proven track record in retention and churn reduction for mid-market and enterprise customers.

• Experience leading AI, automation, or digital transformation initiatives in Customer Success or Revenue Operations.

• Expertise in building a