Vice President Customer Success

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 looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Vice President Customer Success will lead the Customer Success organization responsible for protecting, nurturing, and growing customer relationships. This role and organization will be responsible for reducing customer decline and overall improving revenue performance of our indirect customers. Leadership, and development of organization as well as alignment to sales organization for ensuring smooth onboarding of new partners.

The Main Responsibilities

Customer Success: 

• Responsible and accountable for the leadership of the Customer success organization across all regions (East, West, Central). This team will be responsible for the Customer Success motions for our indirect partners and overall life-cycle management of these relationships.
• Hires, builds, and retains a talented field-based team responsible for customer, product and revenue retention, product adoption and revenue expansion across Indirect markets.
• Partner closely with Sales team on strategic customer opportunities and acquisition initiatives.
• Leads organization responsible for defining and optimizing the customer lifecycle through developing a trusted advisor relationship and acting as the customer advocate; ensuring and enabling Lumen solutions to help our customers succeed with their business objectives.
• Fully responsible for annual revenues including all revenue management activities e.g. churn, credits, rerates, payment terms, re-negotiation, renewal. Grow overall revenue through reducing current decline.
• Creating customer success plans to ensure timely product adoption and value realization/revenue growth

 

Leadership:

• A change agent leader who will build a strong Customer Success team to drive a compelling focus on net revenue growth 
• A well-rounded, business leader with strong commercially experience who can manage leading indicators, analyze trends, and negotiate with customers to ensure Lumen expand revenues in line with growth aspirations
• A strong leader who can lead and inspire a team to reach their potential 
• A customer-first leader with the ability to lead a broad team and drive our company culture and values and with a passion to help our customers be successful
• Clearly articulate the CS vision and strategy across their teams and into the sales ecosystem

What We Look For in a Candidate

• 10+year of specialized business experience with 5+ years in leadership
• Bachelor’s or master’s degree in a related field or applicable years of experience.
• Demonstrated strong communication, written, and formal presentation skills.
• Self-motivated, pro-active, results-oriented professional with an ability to work with minimum direction.
• Proficient in MS office products: Outlook, Word, Excel, and PowerPoint.
• This role requires a regular office presence in support of sales management and teams, in accordance with Lumen policy.

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

$206,719 - $344,531 in all states.

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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Requisition #: 339117

Background Screening

If you are selected for a position, there will be a background screen, which may include che