VP Customer Success

The Role

Work location is flexible within the East Region

The VP Enterprise 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.

Location

• This is a work from home position residing on East coast preferably MD, VA, NC, NJ, NY
• 25% travel

The Main Responsibilities

• Responsible and accountable for the leadership of the Customer Success organization across Enterprise East. This team will be responsible for the Customer Success motions for our Enterprise customers and overall life-cycle management of these customers.
• Hires, builds, and retains a talented field-based team responsible for customer, product and revenue retention, product adoption and revenue expansion across Enterprise East.
• Manage organization of dedicated field Customer Success Executives and support for our East US customers responsible for managing customer success activities.
• Partner closely with Sales team on strategic customer opportunities and acquisition initiatives.
• Leads organization responsible for defining and optimizing the customer lifecycle through developing a trusted advisor relationship and acting as the customer advocate;

ensuring and enabling Lumen solutions to help our customers succeed with their business objectives.

Fully responsible for annual revenues including all revenue management activities e.g. churn, credits, rerates, payment terms, re-negotiation, renewal.

Grow overall revenue through reducing current decline.

Creating customer success plans to ensure timely product adoption and value realization / revenue growth

Leadership :

• A change agent leader who will build a strong Customer Success team to drive a compelling focus on net revenue growth
• A well-rounded, business leader with strong commercially experience who can manage leading indicators, analyze trends, and negotiate with customers to ensure Lumen expands revenues in line with growth aspirations
• A strong leader who can lead and inspire a team to reach their potential
• A customer-first leader with the ability to lead a broad team and drive our company culture and values and with a passion to help our customers be successful
• Clearly articulate the CS vision and strategy across their teams and into the sales ecosystem

What We Look For in a Candidate

• 10+year of specialized business experience with 5+ years in leadership
• 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 an ability to work with minimum direction.
• Proficient in MS office products : Outlook, Word, Excel, and PowerPoint.
• This role requires a regular office presence in support of sales management and teams, in accordance with Lumen policy.

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

$196,875 - $262,500 in these states : NC

$206,250 - $275,000 in these states : MD NJ NY VA

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

Requisition # : 334727 Background Screening Equal Employment Opportunities