CUSTOMER SUCCESS PROFESSIONAL

Lumen
United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsEducation: bachelorsSkills: ["Communication","Interpersonal skills","Relationship building","Problem-solving","Negotiation"]

Own the success of Large Enterprise customers by monitoring early health indicators, addressing concerns, and guiding customers through the lifecycle (Get, Use, Pay, Renew). Build and execute customer success plans using standardized journey templates, manage key customer metrics, and coordinate cross-functionally to de-risk accounts and escalate issues via Service Improvement Plans. Drive revenue retention and growth through renewal execution, risk management, and identifying upsell/cross-sell opportunities in partnership with sales.

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FursaFursa
Lumen
Lumen
1 day ago

CUSTOMER SUCCESS PROFESSIONAL

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Last checked: 13 hours agoStatus: Live

Job Summary

Own the success of Large Enterprise customers by monitoring early health indicators, addressing concerns, and guiding customers through the lifecycle (Get, Use, Pay, Renew). Build and execute customer success plans using standardized journey templates, manage key customer metrics, and coordinate cross-functionally to de-risk accounts and escalate issues via Service Improvement Plans. Drive revenue retention and growth through renewal execution, risk management, and identifying upsell/cross-sell opportunities in partnership with sales.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Implement customer success plans using standardized journey templates and lifecycle milestones (Get, Use, Pay and Renew), including reinforcing ecosystem hand-offs and enabling self-serve.
  • •Leverage and manage customer metrics (usage data, health indicators, NPS, and renewal dates) to align customer objectives with success metrics.
  • •Evaluate product and portal adoption maturity and address roadblocks using digital marketing assets and adoption templates.
  • •Partner with sales to qualify upsell and cross-sell expansion opportunities and recognize portfolio fit.
  • •Manage revenue retention and growth via renewal execution, risk management, account de-risking/escalations, and renewal re-rate implementation via contract end-date management.

Pay and Benefits

Perks:Health InsuranceDentalVision401kGym MembershipLearning Budget

Key Requirements

  • •3+ years of customer success or account management experience.
  • •Bachelor's degree or equivalent work experience.
  • •Experience supporting enterprise customers by evaluating and responding to needs with empathy and integrity.
  • •Excellent communication and interpersonal skills with ability to build relationships within customer accounts.
  • •Working knowledge of MS Office suite and ability to learn web-based platforms and systems to access data.
Experience:3+ years
Education:Bachelor's
Skills:CommunicationInterpersonal skillsRelationship buildingProblem-solvingNegotiation
Tech Stack:MS Office

Company Brief

Lumen
Provides integrated communications, network, edge cloud, and security services to enterprise, government, and carrier customers, operating a global fiber network and delivering connectivity and managed IT solutions.
Industry: Telecommunications
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Monroe, United States
WebsiteLinkedIn