Principal Customer Value Partner (Principal Customer Success Manager)

Eightfold•,

3d•$140,000 - $200,000•Hybrid

About The Position

The Principal Customer Value Partner (Principal Customer Success Manager) is responsible for customers’ post-sales journey, ensuring that Eightfold’s AI platform and agents are adopted and deliver measurable outcomes. The role centers on understanding customer business priorities, driving adoption against success metrics, and developing a value story for each customer. Customer Value Partners share best practices and playbooks to help customers strategically integrate AI and agents into existing workflows, identify opportunities to augment work, and create value. As a trusted advisor, the Principal Customer Value Partner helps customers optimize and expand what is working so that the value of Eightfold grows over time. The role helps customers define their aspirations and use Eightfold to redesign how they acquire, engage, and empower talent globally. It also serves as the voice of the customer within Eightfold. This role is open to all US locations. It is hybrid for employees based in the San Francisco Bay Area, with three days per week in the Santa Clara headquarters office, and remote in other US locations. Employees near the Santa Clara, London, Bangalore, and Noida offices are generally expected to work in the office three days per week.

Requirements

At least 10 years of experience in management consulting, functional HR (such as talent acquisition, talent management, or learning), customer success, or account management.
Ability to travel 20%.

Nice To Haves

At least 12 years of experience in management consulting, functional HR (such as talent acquisition, talent management, or learning), customer success, or account management.
Experience driving customer renewals and upsell opportunities.
Strong problem-solving skills in complex, multi-stakeholder situations.
Strong data analysis and synthesis skills.
Attention to detail, basic project management skills, and ability to manage multiple workstreams.
Strong verbal and written communication skills.
Experience multithreading large, complex customer accounts.

Responsibilities

Evangelize the Eightfold AI platform and help customers maximize its value.
Monitor adoption, identify opportunities to improve platform and agent usage, and support long-term value expansion.
Use data to articulate ROI and guide customers toward business outcomes.
Use Eightfold analytics and AI to create business value reviews.
Create value stories that support renewal conversations.
Identify upsell opportunities.
Unblock internal escalations by partnering with product, engineering, product delivery, support, and sales teams.
Develop a deep understanding of customers’ businesses and HR challenges, and advise on strategy and the role Eightfold can play.
Build credibility and relationships with key contacts at all levels, identify contact gaps, and work cross-functionally to establish new relationships.
Stay current on Eightfold product releases, roadmap, and the broader HR technology landscape.
Influence Eightfold’s strategic direction by understanding customer businesses, challenges, desired outcomes, and requested product features.
Drive customer satisfaction through strong execution and strategic value, with the goal of ensuring customer renewal.