Principal Customer Value Partner (Principal Customer Success Manager)

About the Role

Responsibilities

• Evangelize Eightfold AI platform with our customers and ensure customers maximize value
• Monitor adoption, 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
• Use Eightfold analytics and AI to create business value reviews
• Create value stories to ensure renewal conversations land
• Identify upsell opportunities
• 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

Required Qualifications

• 10+ years of experience in management consulting, functional HR talent acquisition/talent management/learning/etc., customer success, or account management
• Ability to travel 20%

Preferred Qualifications

• 12+ years of experience in management consulting, functional HR talent acquisition/talent management/learning/etc., customer success, or account management
• 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
• Multithreading large, complex customer
• We are a team of self-starters who excel in their fields. We believe in giving you responsibility, not a task. We want you to have ownership and pride in your work and see your work's positive impact on your colleagues, our customers, and the world. We believe in providing transparency and support so you can do the best work of your career.
• Hybrid Work @ Eightfold: At Eightfold, we believe our best work happens when we collaborate closely, learn from one another, and build together. We follow a hybrid work model that combines flexibility with a strong emphasis on in-person collaboration to foster innovation, culture, and rapid execution.
• Employees based near our Santa Clara, London, Bangalore, and Noida offices are expected to work from the office three days per week, as we believe regular in-person engagement is essential to how we build high-impact products and strong teams.
• Eightfold.ai provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status.
• Experience our comprehensive benefits with family medical, vision and dental coverage, a competitive base salary, and eligibility for equity awards and discretionary bonuses or commissions.
• Please note that this role is open to all US locations. If based in SF Bay Area, the role will be hybrid and require 3x per week in our HQ office in Santa Clara, CA. The role will be remote in all other US locations.
• The base salary ranges below are provided for pay transparency. Base pay is only one piece of our total compensation package as this role may be eligible for commissions and equity awards. Compensation varies depending on a number of factors including qualifications, skills, competencies, and experience. Zones are determined by location.
• Zone A (SF Bay Area & Greater NYC): Annual Base Salary Range: $150,000 to $200,000
• Zone B (All other US locations): Annual Base Salary Range: $140,000 to $185,000
• Our customer stories- https://eightfold.ai/customers/customer-stories/
• Press- https://eightfold.ai/about/press
• #LI-Remote