Note: The job is a remote job and is open to candidates in USA. Eightfold AI is an AI and enterprise talent technology company helping organizations realize measurable value from AI and agentic capabilities. The Head of Customer Success & Value will lead the global Customer Success, Customer Value, and Adoption organization, driving customer adoption, measurable outcomes, retention, and growth. The role will also build a scalable, data-driven operating model and serve as a strategic executive partner to customers and internal teams.
Responsibilities
- 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
- 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?"
- 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
- 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
- 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
- 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
- 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
Skills
- 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
Benefits
- Remote-local work arrangement
Company Overview
Company H1B Sponsorship