VP Customer Success

$196,875 - $262,500/Yr

Lumen Technologies - Baltimore, MD

Full-time - Senior

Remote - Baltimore, MD

Telecommunications

About the position

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 the organization as well as alignment to the sales organization will ensure smooth onboarding of new logos. This position is a work-from-home role, but candidates must reside in NC, NY, MD, VA, or NJ. The role requires 25% travel to engage with customers and support the team effectively. 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 life-cycle 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 Enterprise East. 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. They will lead the organization responsible for defining and optimizing the customer lifecycle by developing trusted advisor relationships and acting as customer advocates. This includes ensuring and enabling Lumen solutions to help our 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. Additionally, the VP will create customer success plans to ensure timely product adoption and value realization, leading to revenue growth.

Responsibilities

• Lead the Customer Success organization across Enterprise East, ensuring effective lifecycle management of enterprise customers.
• Hire, build, and retain a talented field-based team focused on customer, product, and revenue retention.
• Manage a dedicated team of Customer Success Executives supporting East US customers.
• Collaborate closely with the Sales team on strategic customer opportunities and acquisition initiatives.
• Define and optimize the customer lifecycle by developing trusted advisor relationships and acting as customer advocates.
• Oversee annual revenue management activities including churn, credits, rerates, payment terms, re-negotiation, and renewal.
• Create customer success plans to ensure timely product adoption and value realization.

Requirements

• 10+ years of specialized business experience with 5+ years in leadership roles.
• Bachelor's or master's degree in a related field or applicable years of experience.
• Demonstrated strong communication, written, and formal presentation skills.
• Self-motivated, pro-active, results-oriented professional with the ability to work with minimum direction.
• Proficient in MS Office products: Outlook, Word, Excel, and PowerPoint.

Nice-to-haves

• Experience in the telecommunications or technology industry.
• Familiarity with customer success metrics and strategies.
• Ability to analyze trends and negotiate effectively with customers.

Benefits

• Comprehensive health insurance coverage.
• Life insurance and disability insurance options.
• Voluntary lifestyle benefits and perks.
• Short-term incentives or sales compensation eligibility.
• Long-term incentive eligibility for Director and VP positions.