Note: The job is a remote job and is open to candidates in USA. Lumen Technologies is a trusted network provider connecting people, data, and applications through fiber and connected infrastructure for enterprises, governments, and communities. The Customer Success Executive owns the success of a strategic, complex, multi-divisional enterprise account by driving governance, adoption, renewal, migration, value realization, and expansion. The role leads cross-functional programs, manages customer relationships and risks, and uses data and AI-enabled tools to improve outcomes.
Responsibilities
- Understand the customer's business model, organization, challenges, and technology priorities across business units and affiliates
- Build long-term, value-based relationships with executive sponsors and decision makers, deep and wide
- Maintain a customer success plan with defined milestones, owners, and outcomes
- Monitor health using usage, adoption, service, billing, and contract indicators. Surface risk early
- Chair QBRs and business reviews. Set the agenda, drive decisions, and own the action log to closure, with Commercial Support preparing materials
- Lead customer improvement programs: define scope, coordinate cross-functional teams, track progress, and mitigate risks
- Manage contract lifecycle and commitment integrity. Confirm Lumen delivers what it committed and flag gaps early
- Advocate with a clear boundary. Triage escalations, route them to the owning function, name the owner, and track to closure. Where no owner exists, record it rather than absorb it
- Partner with sales, delivery, and support to set expectations and ensure solutions deploy as committed
- Own renewal strategy and execution, aligned to customer priorities and roadmap
- Own migration planning and outcomes, moving legacy services to modern Lumen solutions
- Govern concessions and writedowns to protect margin
- Build quantified business cases tied to the customer's cost, resiliency, performance, and growth goals
- Identify expansion opportunities, build the case, and hand them to sales and solution engineering to pursue
- Assess product and portal adoption, remove barriers, and enable customer self-service
- Use consumption data to spot underutilization, anticipate revenue risk, and inform renewal and migration strategy
- Use AI tools, agents, and automated workflows for research, reporting, follow-through, and risk tracking. Validate outputs and apply judgment
- Automate repetitive work and route transactional requests to Commercial Support and DLM
- Keep CRM records, stakeholder maps, renewal dates, risks, and forecasts accurate
- Turn customer feedback into insight for product, delivery, and operations teams
Skills
- 7+ years of customer success, account management, or program management experience with large enterprise customers
- Bachelor's degree or equivalent experience
- Experience managing complex, Fortune 500, multi-divisional customers
- A record of running structured programs: governance cadences, milestone plans, risk registers, and cross-functional delivery
- Experience owning renewal or retention outcomes, including negotiation with customers and internally on their behalf
- Technical fluency in networking, cloud, and data services sufficient to lead credible discovery and work effectively with engineers and architects
- Business acumen to understand how customers make money and connect technology investment to measurable value
- Comfort presenting to, advising, and holding firm with C-level executives
- Strong analytical skills and the ability to turn data into insight and action
- Practical experience using AI tools and automated workflows, with the curiosity to keep improving how work gets done
- The ability to hold a boundary: route work to the right owner, say no with a destination, and follow through
- An ownership mindset: you act independently, surface risks early, and take responsibility for results
- PMP or equivalent program management certification preferred
Benefits
- 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.
- Short-term incentives, long-term incentives and/or sales compensation
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