Senior Manager, Revenue Retention

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Our Senior Manager of Revenue Retention leads the development and execution of Zayo’s churn and retention strategy across all product lines and sales segments. You’ll build and drive holistic retention plays, partner with analytics and Sales to evolve the churn predictive model, surface insights to senior leadership and the board, and lead strategic initiatives that materially reduce revenue at risk. You’ll also own prioritization of key systems investments in the Customer Success / Churn value stream.

Key ResponsibilitiesChurn Strategy & Retention Plays

• Develop and evolve the end-to-end retention strategy (voluntary churn, involuntary churn, downgrades) across fiber, wavelength, transport, dark fiber, colocation, and managed services
• Design segmented retention “plays” (e.g. at-risk accounts, high-value customers, contract expirations) tailored by product line and sales segment
• Liaise with product, sales, pricing, and marketing to ensure retention efforts are aligned with GTM strategy, pricing incentives, and upsell opportunities

Predictive Modeling & Analytics

• Partner with data science, AI, and Sales to refine and evolve the churn predictive model—drive feature engineering, model retraining, performance monitoring, and incorporate feedback loops
• Provide hypothesis-driven analyses of churn drivers, conduct “what-if” modeling, recommend levers for retention impact
• Establish dashboarding and KPIs (e.g. churn rate, revenue at risk, save rate, net retention) and monitor progress

Strategic Initiatives & Execution

• Own a portfolio of high-impact retention initiatives (e.g. offer optimization, downgrade mitigation, proactive outreach, loyalty programs)
• Lead cross-functional implementation: define business cases, scope solutions, manage change, and track ROI
• Continuously test, learn, iterate; drive a playbook-aligned cadence

IT / Systems / Process Prioritization

• Work within the Customer Success and Churn value streams to identify system / tool gaps; articulate requirements and business case for enhancements
• Partner with IT and product teams to drive prioritized development of retention-enabling capabilities (e.g. alerts, workflow automations, CRM enhancements, self-serve retention offers)
• Ensure operational handoff and adoption of new tools and changes

Leadership, Communication & Reporting

• Lead, mentor, and grow a team of retention-focused individual contributors
• Create and deliver regular executive-level presentations (ELT, Board, investor) summarizing retention performance, key drivers, and strategy
• Act as the central owner of retention metrics, ensure data integrity, and orchestrate cross-functional alignment
• Serve as a thought partner to senior leadership—contribute to revenue planning, risk assessment, and strategy

Qualifications & Skills

• Minimum of ten (10) years of experience in retention, churn, or customer success analytics/strategy in a telecom, networking, or technology infrastructure business
• Advanced degree (MBA, Master’s, or equivalent)
• Deep understanding of telecom / fiber / network connectivity business models, contract dynamics, and cost structures
• Hands-on experience with predictive modeling, data science collaboration, feature engineering, and churn analytics
• Strong business acumen: ability to translate analytic insights into actionable strategies and business cases
• Proven experience managing cross-functional initiatives (product, IT, operations, sales)
• Excellent presentation skills, especially for senior leadership / board audiences
• Demonstrated leadership: hiring, coaching, mentoring a small team
• Ability to influence without direct authority, strong stakeholder management
• Prior experience in fiber, transport, or wholesale network services
• Exposure to investor or board reporting processes

Estimated base pay range: $106,500 - $163,900 USD/annually.

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of fac