Customer Success Manager

About the role

As a Customer Success Manager at 8am, you will guide customers through every stage of the lifecycle, from onboarding and adoption to value realization, expansion, and retention. You will use data and engagement insights to proactively identify risks and opportunities, helping customers maximize the value of 8am’s solutions. In this role, you’ll drive adoption, support growth initiatives, and partner closely with cross-functional teams to improve the overall customer experience. You will also serve as a trusted advisor and advocate for your customers, ensuring their needs are represented across the organization. This role is ideal for someone who is customer-focused, data-driven, and motivated to drive both customer and business outcomes.

What you'll do

• Guide customers through key stages of the customer lifecycle, including onboarding, adoption, value realization, expansion, and retention.
• Lead and support the development, execution, and monitoring of customer success plans across digital and hybrid engagement models.
• Proactively identify risks and opportunities through customer data, usage trends, and engagement signals.
• Drive customer engagement and adoption of core workflows, features, and solutions to maximize realized value.
• Support retention and growth initiatives by reinforcing best practices, expansion pathways, and renewal readiness.
• Collaborate with cross-functional teams to share customer insights and influence roadmap and programs.
• Serve as a customer advocate and voice of the customer within the organization.
• Provide consultative guidance to customers on optimizing their use of 8am solutions.
• Support scaled outreach and lifecycle programs, including campaigns, webinars, enablement sessions, and in-app journeys.
• Monitor customer health indicators, engagement levels, and success milestones.
• Contribute to continuous improvement of Customer Success playbooks, processes, and digital programs.
• Maintain timely and accurate documentation in customer success platforms and CRM systems.
• Serve as a brand ambassador in all customer interactions.

About you

• 3+ years of experience in Customer Success, Account Management, SaaS Support, or a related customer-facing role.
• Experience working in digital-first or hybrid customer engagement models preferred.
• Strong ability to analyze customer data and translate insights into action.
• Proven ability to build trust and credibility with customers in remote and scaled environments.
• Excellent written and verbal communication skills.
• Strong organizational, prioritization, and time management skills.