Customer Success Manager

🕒 August 22

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $68.1k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 24%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Zayo Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2007

📦 Logistics

💼 Consulting

🏥 Healthcare

💰 $92.9M Grant on 2023-06

Logistics • Consulting • Healthcare

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

• Serve as a trusted advisor throughout the customer lifecycle from purchase through renewal • Analyze lifecycle data and translate insights into actionable recommendations • Identify root causes, activate solutions, and deploy cross-functional support to improve customer health • Own and manage customer lifecycles from onboarding through renewal • Conduct quarterly Business Reviews covering performance, value realization, ROI, and renewals • Develop and execute account plans to drive adoption, engagement, and long-term success • Lead customer onboarding and training initiatives for the Tranzact self-service platform • Manage Revenue Risk Assessment Dashboards and develop churn mitigation strategies • Own the renewal process, including forecasting, renewal strategy, pricing discussions, stakeholder alignment, and contract execution • Identify expansion, upsell, and cross-sell opportunities with Sales • Provide post-sale support through the Tranzact portal, IVR, and email • Maintain an industry-wide perspective on customer experience practices

🎯 Requirements

• Associate or Bachelor’s degree in related field, or equivalent combination of training, education and experience • Minimum of five (5) years of telecommunications industry experience • Minimum of five (5) years in a 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 • Proven ability to develop and execute renewal strategies, including forecasting, stakeholder alignment, value articulation, objection handling, and timely contract execution • Strong understanding of Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn rate, and expansion growth • Excellent verbal, written, and communication skills • Ability to create and project manage continuous experience improvement programs • Understanding of various technical architectures and operating systems • Detail-oriented, highly accurate, with excellent follow-up and organizational skills • Proficient in Microsoft Word, Excel, PowerPoint, and Google products • 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 • Health insurance • Life insurance • Disability retirement plans • Paid time off • Non-sales roles may be eligible to participate in a discretionary annual incentive plan • Sales roles may be eligible to participate in a sales incentive plan