Zayo Group

Customer Success Manager

Zayo Group

full-time

Posted on:

Location Type: Remote

Location: Illinois • United States

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Salary

💰 $68,100 - $104,700 per year

About the role

  • 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 experience in the Telecommunications industry.
  • Minimum of five (5) years in a Customer Success, Account Management, or similar client-facing role 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer lifecycle managementrenewal strategy developmentrevenue retentioncontract negotiationschurn rate analysisexpansion growth strategiesaccount planningdata analysisvalue articulationstakeholder alignment
Soft Skills
communication skillsorganizational skillsdetail-orientedproblem-solvingproject managementcustomer advocacycollaborationtraining and onboardingadaptabilityprofessionalism