Lumen Technologies - Annapolis, MD
posted 3 months ago
The VP Customer Success - Enterprise East will lead the field-based Customer Success organization responsible for protecting, nurturing, and growing enterprise customer relationships. This role and organization will be responsible for reducing customer decline and overall improving revenue performance of our Enterprise customers. Leadership and development of organization as well as alignment to sales organization for ensuring smooth onboarding of new logos is crucial. This position is a work-from-home role, but candidates must reside in North Carolina, New York, Maryland, Virginia, or New Jersey. The role requires 25% travel to meet with clients and stakeholders as necessary. In this position, the VP will be accountable for the leadership of the Customer Success organization across Enterprise East. This team will manage the Customer Success motions for our Enterprise customers and oversee the overall lifecycle management of these customers. The VP will hire, build, and retain a talented field-based team responsible for customer, product, and revenue retention, product adoption, and revenue expansion across the region. The role involves managing a dedicated team of Customer Success Executives who will support our East US customers in their success activities. The VP will partner closely with the Sales team on strategic customer opportunities and acquisition initiatives, leading the organization responsible for defining and optimizing the customer lifecycle. This includes developing trusted advisor relationships and acting as the customer advocate to ensure Lumen solutions help customers succeed with their business objectives. The VP will also be fully responsible for annual revenues, including all revenue management activities such as churn, credits, rerates, payment terms, re-negotiation, and renewal, with a focus on growing overall revenue through reducing current decline. As a change agent leader, the VP will build a strong Customer Success team to drive a compelling focus on net revenue growth. They will be a well-rounded business leader with strong commercial experience, capable of managing leading indicators, analyzing trends, and negotiating with customers to ensure Lumen expands revenues in line with growth aspirations. The VP will clearly articulate the Customer Success vision and strategy across their teams and into the sales ecosystem, fostering a customer-first culture that drives the company's values and mission.