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. We’re invested in providing the flexibility you need to thrive and deliver lasting impact. Apply now to continue digitally connecting the world and shaping 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

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.

What We Look For in a Candidate

• 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

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


$97,419 - $162,364 in these states: NY 

 

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

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