About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Manager, Customer Success will lead a team of Customer Success professionals. You will be part of the Customer Success organization responsible for protecting, nurturing and growing customers relationships.

Location

Remote anywhere in the US

The Main Responsibilities

Leads and develops teams focused on Customer Success management

Accountable for customer, product and revenue retention, product adoption and revenue expansion.

Leverage data to help team understand customer health, risks and opportunities

Encourages and directs innovative thinking.

Partner closely with Sales Acquisition team on strategic account and acquisition initiatives.

Implement best practice and solutions to channel’s business and customer needs by promoting a common vision and focus to serve the customer.

Drive consistency throughout day-to-day tactical operations: standards, tools, best practices, process knowledge and communication.

Develop and build strategic internal and external relationships to facilitate customer growth.

Accountable for business performance by monitoring and achieving KPIs.

Manage organization of dedicated field Customer Success professionals and support for our Insert Segment/Region US customers responsible for managing customer success activities such as:

Onboarding

Creating customer success plans

Customer advocacy

Ensuring product adoption and value realization

Identify upsell and cross sell opportunities to partner with sales for revenue

Resolve customer dissatisfaction

Revenue management activities e.g. churn, credits, rerates, payment terms

Leadership:

Ensure positive on-boarding experience for new hires (tools, training, resources, etc) and drive optimal ramp time to full productivity.

A change agent leader who will build a strong customer success team to drive a compelling focus on net revenue growth.

Recruit, mentor, and develop customer success team

A customer-first leader with the ability to drive our company culture and values and with a passion to help our customers be successful and drive positive employee engagement.

Clearly articulate the CS vision and strategy across your team and the sales ecosystem.

What We Look For in a Candidate

6+ years of related customer-facing client services experience.

Experience in a technology customer-facing environment supporting technology customers.

Ability to manage influence through persuasion, negotiation, and consensus building internally and with customers

Excellent communication skills

Ability to identify common needs and issues across the organization.

Preferred Qualifications:

More than 7+ years of applicable experience.

Bachelor’s degree in business or related field

Legal Statements

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

$90,570 - $120,750 in these states: AL AR AZ FL GA IA ID IN KS KY ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

$95,100 - $126,790 in these states: CO HI MI MN NC NH NV OR RI

$99,630 - $132,830 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

Requisition #: 335988

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Salary Range

Salary Min :

86040

Salary Max :

132830

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.