Senior Director, Customer Success Programs and Operations

At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

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

The Sr. Director of Customer Success Programs & Operations will drive the effectiveness and efficiency of our Customer Success team. This role reports to the VP of Customer Success and will be his trusted partner in defining the customer success charter, strategy and implementing processes that scale – all within a positive, collaborative culture.  Additional responsibilities include fiscal planning activities (e.g., coverage model, compensation plans, customer portfolio analysis), data analytics and cross-functional efforts to drive effective programs.  This role is responsible for driving measurable, continuous improvements in CS in customer retention, lead generation, product adoption and customer satisfaction.

Job Responsibilities

• As a key member of the CS Leadership team, this person will build repeatable processes and enablement programs that drive measurable outcomes such as:
  • upsell identification
  • risk management
  • customer communications
  • revenue forecasting
  • account health management
  • product migrations
  • cross-functional air-cover
• Serve as a thought leader in the CS org by networking and staying on top of developing best practices, tools and strategy evolution.
• Guide the CSM leadership team on strategy and operational change management, ensuring strategic decisions are supported through data and analysis, and align with company strategy.
• Build and maintain CSM coverage territories and inform CS Managers on staffing opportunities and risk
• Establish a CSM Enablement program, allowing for new hire training and ongoing CSM skills development.  This program will also support cross functional teams in the enablement of CSMs such as Sales Strategies, Customer Marketing, New Product Introduction
• Deliver, maintain and update the strategy and execution of a CSM Executive Sponsor program, including systematic cadences with Executive Sponsors for customer feedback and measurement toward executive deliverables
• Support a robust CSM Customer Business Review initiative with metrics automation as well as presentation and one pager automation to scale best practices from largest customers into the long tail
• Set targets for CSMs and measure progress to attainment w/ insights to what’s working and what’s not that informs the CS leaders on next steps
• Build quarterly narrative decks illustrating strategy, achievements to targets, areas of opportunity and next steps
• Develop the operational cadences that drive adoption and a world class customer experience across segments and geos, such as Large Account Reviews, Weekly Forecast, All Hands, Monthly Operations Reviews and Quarterly Strategic Planning.  Cadences will focus on progress to metrics attainment, evolving business priorities and trends, and corrective next steps to rectify gaps.

Requirements & Skills

• Must be an intrapreneurial self-starter to build strategy and execution plan with self-reliance
• 8 years Customer Success experience within a SaaS company and direct involvement supporting CS strategy, orga