Customer Success Manager
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Job Description
Customer Success Manager driving customer adoption and retention for Zayo's telecommunications services. Building relationships and managing renewals to enhance customer success.
Responsibilities:
- Analyze lifecycle data and translate insights into clear, actionable recommendations for customers and internal business partner teams.
- Identify root causes, define and activate solutions, and deploy cross-functional support as needed to drive resolution and improve customer health.
- Own and manage the customer lifecycle from onboarding through renewal, ensuring customers achieve defined goals and measurable outcomes.
- Conduct quarterly Business Reviews to align performance, value realization, ROI, and proactively position renewals.
- Develop and execute detailed account plans to accelerate customers through the Lifecycle Journey, driving adoption, engagement, and long-term success.
- Lead customer onboarding and training initiatives to ensure full utilization and optimization of the Tranzact, self-service platform.
- Manage Revenue Risk Assessment Dashboards to identify churn risks, develop mitigation strategies, and protect recurring revenue.
- Own the renewal process end-to-end, including forecasting, renewal strategy development, pricing discussions (as applicable), stakeholder alignment, and timely contract execution to ensure high gross and net revenue retention.
- Identify expansion, upsell, and cross-sell opportunities, partnering with Sales to drive pipeline growth and increase customer lifetime value.
- Provide responsive, knowledgeable, efficient, and professional post-sale support through the Tranzact portal, IVR, and email channels.
- Maintain an industry wide perspective on best-in-class customer experience practices to continuously elevate service delivery and customer outcomes.
Requirements:
- Associate or Bachelor’s degree in a related field, or equivalent combination of training, education, and experience.
- Minimum of five (5) years of experience in the Telecommunications industry.
- Minimum of five (5) years in a Customer Success, Account Management, or similar client-facing role with ownership of customer outcomes.
- Minimum of three (3) years of direct experience managing renewals, revenue retention, and contract negotiations, with a demonstrated ability to secure recurring revenue and minimize churn.
- Proven ability to develop and execute renewal strategies, including forecasting, stakeholder alignment, value articulation, objection handling, and timely contract execution.
- Strong understanding of revenue retention metrics such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn rate, and expansion growth.
- Possesses excellent verbal and written communication skills, with the ability to articulate the customer story through compelling and engaging methods that reinforce value and drive renewal decisions.
- Ability to create and project-manage continuous experience improvement programs (scope definition, milestone management, stakeholder engagement, execution, and change management).
- Demonstrates an understanding of various technical architectures and operating systems.
- Detail-oriented, highly accurate, and demonstrates excellent follow-up and organizational skills.
- Proficient in Microsoft Word, Excel, and PowerPoint with full working knowledge of the internet, email, and web browsers.
- Willingness to travel up to 25%.
Benefits:
- Excellent Health, Dental & Vision Insurance
- Retirement 401(k) Savings Plan
- Generous paid time off policy including paid parental leave
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