Director of Customer Success

Director of Customer Success

At Lyra Communications Group, we take the complexity out of telecom so businesses can focus on what matters most. As a global telecom aggregator, we source and manage connectivity, voice, and cloud communication solutions across hundreds of carriers — delivering one partner, one bill, and one team accountable for it all. We work closely with MSPs and IT providers to simplify service delivery, eliminate vendor headaches, and keep their clients connected. Telecom, finally managed.

POSITION SUMMARY

The Customer Success Manager (CSM) / Account Manager at Lyra Communications Group serves as the strategic bridge between our clients and our service delivery teams. This role is integral to Lyra's growth trajectory — combining the consultative selling instincts of a seasoned sales professional, the operational discipline of a business analyst, and the technical fluency of a telecom subject matter expert. The ideal candidate will deepen client relationships, drive revenue retention and expansion, and serve as a trusted advisor across Lyra's full suite of communications and managed services solutions.

KEY RESPONSIBILITIES

Client Relationship Management

•     Own and grow a portfolio of assigned accounts, serving as the primary point of contact for day-to-day communications and escalations

•     Conduct regular business reviews (QBRs) and proactive check-ins to assess satisfaction, surface needs, and strengthen relationships

•     Identify at-risk accounts early and develop tailored retention strategies to reduce churn

Sales & Revenue Growth

•     Execute outbound prospecting campaigns via phone, email, and LinkedIn to generate net-new pipeline within existing accounts and target segments

•     Identify and close upsell and cross-sell opportunities aligned to Lyra's product and service portfolio

•     Collaborate with the sales team on proposals, pricing, and contract renewals

•     Maintain accurate CRM records including activity logs, opportunity stages, and forecasted revenue

Operations & Reporting

•     Track, document, and report on key account metrics including MRR, churn risk, service tickets, and satisfaction scores

•     Maintain organized and auditable records of client interactions, contract terms, and service configurations

•     Coordinate internally with operations, billing, and provisioning teams to ensure seamless service delivery

•     Contribute to monthly and quarterly performance reporting presented to leadership and PE stakeholders

Telecom & Technical Advisory

•     Leverage a working knowledge of telecom technologies (voice, data, fiber, cloud, UCaaS, SD-WAN) to advise clients on solutions that fit their business needs

•     Stay current on industry developments, carrier changes, and competitive landscape within the MSP and telecom markets

•     Translate complex technical concepts into clear, business-relevant language for client stakeholders

•     Collaborate with technical teams to ensure client solutions are properly scoped, delivered, and supported

QUALIFICATIONS

Required

•     3–5+ years of experience in a customer-facing role within telecom, MSP, or related technology services

•     Demonstrated track record of managing accounts, performing outreach, and meeting or exceeding revenue targets

•     Proficiency in CRM platforms (Salesforce, HubSpot, or equivalent) and standard reporting tools

•     Working knowledge of telecom products and managed services (voice, data, UCaaS, connectivity)

•     Strong written and verbal communication skills with the ability to present confidently to business stakeholders

•     High organizational discipline with experience maintaining detailed records and producing clear reports

Preferred

•     Familiarity with Voice, CLEC, ILEC, or cable carrier ecosystems and billing structures

•     Exposure to churn analytics, MRR reporting, or financial KPIs in a recurring revenue model

•     Bachelor's degree in Business, Communications, or a related field (or equivalent experience)

• Base Salary: (DOE) 

• Unlimited PTO 

• $120/month internet reimbursement 

• Medical benefits 

• 401(k) match up to 4%