Customer Success Manager

Company Description

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Customer Success Organization

The Customer Success organization provides our customers with a world class and industry leading lifecycle experience, intentionally designed and aligned to deliver on their needsandexpectations. Our team ensures customers realize their desired outcomes and full potential with minimal effort on their part.

In addition to delivering an exceptional experience, the organization plays a critical role in revenue protection and growth through proactive renewal management and revenue retention strategies. We partner closely with customers to ensure continuity,demonstratevalue realization, andidentifyopportunities to expand and strengthen the relationship over time.

Zayo is seeking aCustomer SuccessManager,you will serve as a trusted advisor throughout the customer lifecyclefrom purchase through renewal. Leveraging Customer Health Indicators and datadriven insights, you will proactively manage customer engagement to drive adoption, secure renewals, protect recurring revenue, mitigate churn risk, andidentifygrowth opportunities within your portfolio.

Responsibilities:

• Analyze lifecycle data and translate insights into clear, actionable recommendations for customers and internal business partner teams.

• Identifyroot 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.

• Conductquarterly Business Reviews toalignperformance, value realization, ROI, andproactivelyposition 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 fullutilizationand optimization of theTranzact,self-service platform.

• Manage Revenue Risk Assessment Dashboards toidentifychurn 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, andtimelycontract execution to ensure high gross and net revenue retention.

• Identifyexpansion, 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 theTranzactportal, IVR, and email channels.

• Maintain an industrywide perspective onbest-in-classcustomer experience practices to continuously elevate service delivery and customer outcomes.

Qualifications:

• Associate or Bachelor'sdegree 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 inCustomerSuccess, Account Management, or similar client-facing roleswith 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, andtimelycontract 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 thecustomerstory 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, highlyaccurate, anddemonstratesexcellent follow-up and organizational skills.

• Proficient in Microsoft Word, Excel,andPowerPoint with full working knowledge of the internet, email, and web browsers.

• Willingness to travel up to 25%.

Estimated Base Salary Range: $68,100.00 - $104,700.00 USD/annually.

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. 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.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

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

Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.