Customer Success Executive

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 Customer Success Executive is a customer-facing role that ensures our largest customers are wildly successful in delivering on their critical business objectives through leveraging their current Lumen solutions. This is accomplished by viewing our products from the customers’ perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engages sales accordingly.

The Main Responsibilities

Build long-term, value-based relationships with decisionmakers and influencers to understand the customer’s landscape and establish loyalty

Manage overall customer metrics , including usage data, health indicators and renewal dates to align with customer objectives

Evaluate product and portal adoption maturity level to address roadblocks and provide best practices and a prescriptive approach to address needs

Construct and implement a customer success plan across all steps of the lifecycle, setting expectations for each milestone, ensuring personalized value, and driving positive customer experience to achieve desired outcomes

Recognize opportunities for expansion based on knowledge of the Lumen portfolio, partnering with sales as necessary

Implement revenue management practices driving accountability and goal alignment, revenue retention and growth strategies including value realization, renewal execution, risk management and customer growth

Manage risks to customer success, identify root causes, define and activate solutions, and deploy cross-functional support to resolve

Partner with sales, delivery & support to set proper expectations and ensure successful deployment of solutions and services

Responsible for defining and executing renewal strategy via clear alignment of customer priorities and roadmap, incorporating on-net migrations, managing writedowns positively impacting Lumen profit margins

What We Look For in a Candidate

Experience : 7 years customer success or account management experience

Education Level : Bachelor's Degree or equivalent work experience

Experience in working with complex, Fortune 500, multi-divisional, international customer

Comfortable presenting, consulting, and advising at C-level and other executives

Assertive verbal and written communications skills with ability to build strategic relationships (deep and wide) within organizations

Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf

Strong analytical skills with the ability to translate data into customer insights and leverage with customer engagement strategies

Experience in collaborating and guiding cross-functional teams (e.g. Sales, Product, Marketing, Service Delivery)

Brings strong technology and data networking knowledge with technical aptitude to stay current in evolving technology sector

Effective and confident decision making based on business and financial principles

Working knowledge of MS Office suite

Compensation

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.

Location Based Pay Ranges :

86,825.00 - $115,763.00 in these states : AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.

91,172.00 - $121,559.00 in these states : CO, HI, MI, MN, NC, NH, NV, OR, and RI.

95,508.00 - $127,344.00 in these states : AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and / or sales compensation) as you move through the selection process.

Learn more about Lumen's :

Benefits ()

Bonus Structure

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 # : 336852

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.

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.

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.

Application Deadline

02 / 15 / 2025

Salary : $86,825 - $115,763