Global Customer Support Leader

The Opportunity Eightfold is entering a new chapter in how enterprises realize value from AI. As our platform evolves and customers increasingly adopt AI and agentic capabilities, customer success can no longer be measured simply by implementation, satisfaction, or renewal. Success means helping customers adopt new capabilities, transform how work gets done, and translate technology into measurable business outcomes. The Opportunity Eightfold is entering a new chapter in how enterprises realize value from AI. As our platform evolves and customers increasingly adopt AI and agentic capabilities, customer success can no longer be measured simply by implementation, satisfaction, or renewal. Success means helping customers adopt new capabilities, transform how work gets done, and translate technology into measurable business outcomes. We're looking for a Head of Customer Success & Value to lead this transformation and build the next generation of Customer Success at Eightfold. This leader will bring together Customer Success, Customer Value, and Adoption into one outcomes-driven organization responsible for the ongoing success of our global customer base. The mandate is simple: ensure our customers adopt, realize measurable value, and grow with Eightfold. What You'll Own Customer Success Lead and evolve Eightfold's global Customer Success organization. Build a customer success model focused on proactive value creation, adoption, and measurable outcomes — moving beyond traditional relationship management and issue orchestration. Develop differentiated engagement and coverage models across strategic enterprise, enterprise, and scaled customers. Ensure every customer has a clear definition of success, an actionable success plan, and visibility into the outcomes they're achieving with Eightfold. Customer Value & Outcomes Create a consistent approach for defining, measuring, and communicating the business value customers realize from Eightfold. Partner with customers to establish outcome measures and connect Eightfold's capabilities to their most important talent, workforce, and business priorities. Build repeatable methodologies for value realization, success planning, executive business reviews, and ROI measurement. Help our teams move the customer conversation from "What did we implement?" to "What business outcome did we create?" Agentic Adoption & Consumption Own adoption and consumption across the Eightfold platform, including emerging AI and agentic capabilities. Build the operating model that turns purchased capabilities into sustained usage and measurable customer impact. Establish clear adoption metrics by customer, product, persona, and use case. Use product telemetry, customer insights, and proactive intervention to identify adoption barriers and accelerate utilization. Partner with Product and Solution Delivery to continuously improve the path from deployment to adoption to value. Retention & Growth Drive the customer outcomes and health that underpin strong Gross Revenue Retention and Net Revenue Retention. Build early-warning mechanisms to identify customer risk before it becomes a renewal issue, and establish clear intervention strategies for at-risk accounts. Partner closely with Customer Growth and Sales on renewal and expansion opportunities, ensuring commercial conversations are grounded in demonstrated value, adoption, and future customer opportunity. Strategic Customer Leadership Serve as an executive sponsor and trusted advisor to CHROs, CIOs, Talent leaders, and other senior executives across Eightfold's most strategic customers. Help customers navigate the organizational, workforce, and change-management implications of adopting AI. Develop deep executive relationships and turn successful customers into champions, advocates, references, and strategic partners. Customer Success Operating System Build a scalable, data-driven operating model for Customer Success. Establish customer segmentation, coverage models, health scoring, success standards, playbooks, adoption telemetry, risk management, and executive operating cadences. Create clear accountability across the customer lifecycle and consistent standards for what great Customer Success looks like globally. Use AI, automation, and data to dramatically increase the leverage and effectiveness of the Customer Success organization. Voice of the Customer Create a strong, systematic feedback loop between customers and Product, Engineering, Solution Delivery, Talent Forge, Sales, and Marketing. Identify patterns across customer adoption, unmet needs, implementation friction, and emerging workforce use cases. Translate those insights into actionable recommendations that improve our product, customer experience, and go-to-market strategy. How You'll Partner The Head of Customer Success & Value will work particularly closely with Solution Delivery & Talent Forge, which owns implementation, technical delivery, transformation engagements, and customer solution builds. Together, the two organizations share accountability for accelerating time-to-value and creating an exceptional end-to-end customer experience. This role also partners closely with Customer Growth and Sales to translate demonstrated customer value into long-term retention and expansion. What Success Looks Like Success in this role will be measured through: Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) Customer adoption and consumption, including of AI and agentic capabilities Time-to-value Customer health and risk reduction Demonstrated customer outcomes and ROI Executive engagement Customer advocacy and references Expansion opportunities generated through demonstrated value Customer Success productivity and scalability What We're Looking For We're looking for a transformational customer leader who believes the next generation of Customer Success will look fundamentally different from traditional SaaS account management. You have: Significant leadership experience across Customer Success, Customer Value, Adoption, or post-sales organizations in enterprise SaaS, AI, cloud, or platform businesses. Experience leading and developing global customer-facing teams. A demonstrated track record improving customer adoption, retention, value realization, and growth. Experience supporting complex global enterprises and building trusted relationships with C-suite executives. Experience building and scaling Customer Success operating models, segmentation strategies, success plans, playbooks, metrics, and teams. Strong commercial instincts and a deep understanding of recurring-revenue business models. Experience using product telemetry, customer data, and insights to drive proactive customer engagement. Comfort operating in an environment where products, technology, and customer use cases are evolving rapidly. The ability to translate AI and technology capabilities into meaningful business and workforce outcomes. A builder mindset — someone who can set the strategy while also creating the operating mechanisms required to execute it. Strong cross-functional leadership skills and the ability to influence Product, Engineering, Sales, Services, and executive leadership. Experience in HR or HR technology — for example, as a former CHRO, HR leader, or Head of Talent — is a strong plus. Most importantly, you believe Customer Success is not simply a relationship function. It is the discipline of turning technology into customer outcomes. #J-18808-Ljbffr Eightfold AI