Customer Success Manager

🔥 0 minutes ago

🏖️ New Jersey, New York, +1 more states – Remote

🏖️ New Jersey – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote

💵 $68.1k - $104.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Zayo Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2007

📡 Telecommunications

🏢 Enterprise

☁️ SaaS

💰 $92.9M Grant on 2023-06

Telecommunications • Enterprise • SaaS

Zayo Group is a leading global provider of communication infrastructure services, offering a wide range of products and services including fiber & transport, network connectivity, mobile infrastructure, private networks, and various managed services like SD-WAN and security solutions. Zayo's extensive network spans over 145,000 route miles of fiber and connects over 1,500 data centers worldwide. Its services cater to various industries including education, finance, healthcare, retail, media & entertainment, and more, helping businesses achieve scalable and secure connectivity solutions. With a focus on innovation and customer success, Zayo continuously invests in network expansion and service delivery excellence.

📋 Description

• 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.

🎯 Requirements

• Associate or Bachelor’s degree in a related field, or equivalent combination of training, education, and experience. • Minimum of five (5) years of relatable experience in the Telecommunications industry. • Minimum of five (5) years in Customer Success, Account Management, or similar client-facing roles 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 Retention (GRR), Net Revenue Retention (NRR), churn rate, and expansion growth. • Possesses excellent verbal and written communication skills, with the ability to articulate the customer story through compelling and engaging methods that reinforce value and drive renewal decisions. • Ability to create and project-manage continuous experience improvement programs (scope definition, milestone management, stakeholder engagement, execution, and change management). • Demonstrates an understanding of various technical architectures and operating systems. • Detail-oriented, highly accurate, and demonstrates excellent follow-up and organizational skills. • Proficient in Microsoft Word, Excel, and PowerPoint with full working knowledge of the internet, email, and web browsers. • Willingness to travel up to 25%.

🏖️ Benefits

• Excellent Health, Dental & Vision Insurance • Retirement 401(k) Savings Plan • Generous paid time off policy including paid parental leave