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 needs and expectations. 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, demonstrate value realization, and identify opportunities to expand and strengthen the relationship over time. 
 

Zayo is seeking a Customer Success Manager, you will serve as a trusted advisor throughout the customer lifecycle from purchase through renewal. Leveraging Customer Health Indicators and data driven insights, you will proactively manage customer engagement to drive adoption, secure renewals, protect recurring revenue, mitigate churn risk, and identify growth opportunities within your portfolio.  

Responsibilities: 

• 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. 

Qualifications: 

• Associate or Bachelor’s degree in related field, or equivalent combination of training, education and experience.
• Minimum of five (5) years of telecommunications industry experience.
• Minimum of five (5) years in a customer success, Account Management, or similar client-facing roles 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, written, and 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, PowerPoint and Google products with full working knowledge of the internet, email and web browsers.
• Willingness to travel up to 25%.

Estimated Base Salary Range: $68,100.00 - $95,000.00 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.

As part of the application, hiring, onboarding, and/or employment process, Zayo or its affiliates, partners, and vendors may collect, store, and use biometric identifiers and biometric information (collectively, “Biometric Data”), such as fingerprints, facial geometry scans or other unique biological characteristics. Zayo uses CLEAR1, a third-party identity verification service, to verify applicant identity during the hiring process. CLEAR1 may collect Biometric Data, including facial geometry scans and/or other biometric identifiers, to authenticate your identity. Biometric Data will be retained pursuant to CLEAR1’s policies, which can be found here: https://www.clearme.com/clear1-credential-policy-crp. Zayo will not sell, lease, trade, or otherwise profit from any applicant's or employee's Biometric Data. By proceeding with your application, you acknowledge this disclosure. Prior to any collection of Biometric Data — including through CLEAR — you may be presented with a separate consent form and asked to provide your written authorization in accordance with applicable federal, state, and local laws, including the Illinois Biometric Information Privacy Act (BIPA), the Texas Capture or Use of Biometric Identifier Act (CUBI), and other applicable biometric privacy statutes.