Customer Success Manager

Zayo Group is a leading provider of mission-critical bandwidth solutions, serving impactful companies across various sectors. They are seeking a Customer Success Manager who will act as a trusted advisor throughout the customer lifecycle, ensuring customer satisfaction, driving adoption, and managing renewals to protect recurring revenue.

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 relatable experience in the Telecommunications industry
• Minimum of five (5) years in Customer Success, Account Management, or similar client-facing roles 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%