Remote New

Vice President National Customer Success

Lumen Technologies
$ - $ yearly
United States
May 22, 2025
About Lumen Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future. The Role The VP National Customer Success will lead the Customer Success organization responsible for maintaining and enhancing customer relationships within Lumen's Enterprise Mid-Market segment. This role will focus on improving the revenue performance of the segment by reducing service disconnections, driving renewals, and accelerating value accretive migrations and upsells. The Main Responsibilities Customer Success: Manage the lifecycle of customers across Mid-Markets including onboarding, product/service adoption, and value realization. Identify opportunities for upselling and cross-selling to increase revenues and manage activities related to churn, credits, rate adjustments, and payment terms. Leadership: Responsible for customer retention, product/service adoption, and revenue growth. Collaborate with the Sales Acquisition team on strategic account and acquisition initiatives. Lead the Customer Success organization in defining and optimizing the customer lifecycle and acting as the customer advocate. Prioritize customer success and lead a broad team while promoting company culture and values Communicate the Customer Success vision and strategy across teams and within the sales ecosystem Team Management: Hire, develop, and retain a skilled field-based team dedicated to customer retention, product/service adoption, and revenue growth across the Mid-Markets segment. Revenue Management: Accountable for annual revenue and all related activities such as churn, credits, rate adjustments, payment terms, renegotiations, and renewals. Aim to grow overall revenue by reducing customer churn while growing service revenue. Strategic Partnerships: Collaborate closely with the Sales and Solution Architecture teams on strategic opportunities, complex migrations and acquisition initiatives. Ensure and enable solutions that assist customers in achieving their business objectives. Work in tandem with Sales and Solutions Architects to create customer success plans to ensure timely product adoption and value realization/revenue growth on larger accounts. Commercial Acumen: Understand how to apply different operating models to drive scale across the key activities that underscore performance and productivity. Adapt to changing market trends and customer needs, ensuring the sales approach is forward-thinking and innovative. Utilize commercial experience to manage leading indicators, analyze trends, and negotiate with customers to expand revenues Innovate new ways to bring value to customers, leveraging the capabilities of the management team to enhance customer engagement and satisfaction. Build and maintain strong customer relationships, focusing on long-term engagement and satisfaction. What We Look For in a Candidate 10+ years of specialized business experience, with at least 5 years in leadership roles managing managers. Front-line sales leadership experience. Bachelor's or master's degree in a related field or equivalent experience. Strong communication, written, and formal presentation skills. Ability to influence executive leadership. Ability to work cross-functionally to drive projects. Strong data analytics skills, able to find insights with data and then create programs to act on those insights. Self-motivated, proactive, results-oriented professional able to work independently. Proficiency in MS Office: Outlook, Word, Excel, and PowerPoint. Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Location Based Pay Ranges $248,063 - $330,750 in all states. Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. Learn more about Lumen's: Benefits Bonus Structure #LI-SJ1 Requisition #: 338341 Background Screening If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Disclaimer The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name. Application Deadline 05/28/2025