Customer Success Manager

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.

Zayo's Customer Success organization provides our customers with a world class and industry leading lifecycle experience, intentionally designed and aligned to deliver on their needs and expectations. Our team ensures customers realize their desired outcomes and full potential with minimal effort on their part. 

In addition to delivering an exceptional experience, the organization plays a critical role in revenue protection and growth through proactive renewal management and revenue retention strategies. We partner closely with customers to ensure continuity, demonstrate value realization, and identify opportunities to expand and strengthen the relationship over time. 

As a Customer Success Manager, you will serve as a trusted advisor throughout the customer lifecycle from purchase through renewal. Leveraging Customer Health Indicators and data driven insights, you will proactively manage customer engagement to drive adoption, secure renewals, protect recurring revenue, mitigate churn risk, and identify growth opportunities within your portfolio.

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. 

Qualifications:  

• 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