Director Customer Success - Wholesale

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

Brightspeed is looking for a driven, aggressive, and energetic leader for the Director, Customer Success - Wholesale.  This position plays a critical role by leading the Wholesale Customer Success team to ensure customer satisfaction, loyalty, and long-term success. A You will possess a combination of leadership, customer management and technical skills to effectively drive customer satisfaction and contribute to the company's growth.

You will lead the team to increase the productivity through skill development, adherence to activity standards, providing inspiration, rapid conflict resolution and building a highly empowered, and constructive culture. You will also be self-motived and have the ability to operate independently in a highly complex environment.

Leading our Wholesale Customer Success team, you will ensure our largest customers are wildly successful in delivering on their critical business objectives through leveraging their current solutions and driving adoption of new technology. Through established trust and loyalty, you will ensure the Customer Success team seeks to naturally progress and expand the partnership through identifying potential new sales, up-sell and cross-sell opportunities and engages sales accordingly.

This role will report directly to our Vice President, Wholesale Sales.

As a Director, Customer Success - Wholesale, your duties and responsibilities will include:

• Lead the team for required changes to increase top line revenue growth and operate independently to challenge status quo
• Mentor the customer success team by providing guidance, training, and support
• Set performance goals and measure team success against key performance indicators (KPIs)
• Stay updated on the latest technologies and industry trends
• Utilize customer success platforms and tools to streamline processes and enhance efficiency
• Address and resolve customer issues in a timely and effective manner
• Identify root causes of problems and implement solutions to prevent recurrence
• Develop and execute strategies to enhance customer engagement and satisfaction
• Establish strong relationships with key customers and act as a point of contact for major accounts
• Oversee the entire customer journey, from onboarding through to ongoing support and retention
• Implement best practices for customer success at each stage of the lifecycle
• Develop and implement retention strategies to reduce churn and increase customer loyalty
• Monitor customer health and intervene proactively to address potential issues
• Foster a culture of customer advocacy, encouraging satisfied customers to become references and advocates for the company
• Utilize customer testimonials and case studies to showcase success stories
• Work closely with the sales team to ensure successful contract renewals
• Identify opportunities for CSM team to upsell and cross-sell additional services
• Collaborate with sales, marketing, and product teams to ensure a seamless customer experience
• Share customer insights to drive product enhancements and strategic business decisions
• Leverage data analytics to track customer success metrics and identify areas for improvement
• Utilize customer feedback and data to drive strategic initiatives and improve overall service
• Communicate effectively with both internal teams and external customers, ensuring clear and consistent messaging
• Conduct regular communication sessions to keep customers informed about product updates and enhancements

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• 10+ years of proven leadership experience in customer success or account management, preferably in the wholesale telecom industry
• Strong leadership skills with the ability to motivate and guide a customer success team
• Excellent communication and presentation skills, both written and verbal
• Data-driven mindset with the ability to analyze customer success metrics and make strategic decisio