Principal Customer Value Partner (Principal Customer Success Manager) at Eightfold

Job description

Eightfold is a global leader in an AI-native enterprise talent platform, trusted by the world’s largest & most respected Fortune 500 organizations. Our platform is built from the ground up, operating at scale across Azure and AWS, deployed in multiple regions globally, including IL4-compliant environments for the US Government, supporting users in 100+ countries and 30+ languages. Today, Eightfold is at the forefront of agentic AI, delivering intelligent agents that actively drive outcomes across hiring and talent workflows, while much of the industry is still experimenting with prototypes. Backed by over $410M in funding and valued at $2B+, we are defining the next era of agentic talent systems. What sets Eightfold apart is not just the technology & our mission, but the team behind it. We are a deeply technical, execution-driven organization that values ownership, collaboration, and high standards. Our engineers, product leaders, and go-to-market teams work closely together — in person and across functions — to build systems that scale in the real world. If you’re excited to work on hard problems, move with urgency, raise the bar every day, and help build agentic systems that transform how the world works, Eightfold is the place to do it. About the Role The Principal Customer Value Partner (Principal Customer Success Manager) role at Eightfold is responsible for our customers' post-sales journey, ensuring that both our core AI platform & agents are being adopted and delivering real, measurable outcomes. The focus of this role is to understand customer business priorities, drive adoption of Eightfold couched in those success metrics, and develop a value story for each customer. Our CVPs share best practices and play-books to help our customers strategically integrate core AI and agents into existing workflows, identifying where they can augment work and create the most value. The Principal Customer Value Partner (Principal CSM) is a trusted advisor to help our customers optimize and expand what’s working, ensuring the value of Eightfold grows over time. You will help them define their key aspirations and leverage Eightfold to re-design the way they acquire, engage and empower talent, internally and externally, across the globe. You will also be the voice of our customers back to Eightfold. 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- eightfold.ai Press- eightfold.ai #LI-Remote

Requirements

Must-haves

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

Nice-to-haves

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
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.

Application prep

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Platform: eightfold
Effort: medium

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