Job description

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities. At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter. This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today. The Role The Customer Success Professional is a customer-facing role that ensures our Large Enterprise customers are wildly successful in delivering on their critical business objectives through leveraging their current Lumen solutions. This is accomplished by viewing our products from the customers’ perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engaging sales accordingly. The Main Responsibilities • Implement customer success plans using standardized journey templates to set customer expectations and ensure they are prepared for key milestones through the lifecycle (Get, Use, Pay and Renew), reinforce ecosystem hand-offs, and empower customers to self-serve Leverage and manage overall customer metrics , which include customer usage data, health indicators (disconnects, credits, orders, churn propensity scores, NPS), and renewal dates with a holistic view that aligns with customer objectives/success metrics Evaluate current product and portal adoption maturity level (depth and breadth) and address roadblocks by leveraging digital marketing slicks, adoption articles and other templates • Know the Lumen portfolio offerings well enough to recognize a potential opportunity for expansion and ask appropriate questions to further qualify the opportunity, partnering closely with sales • Implement revenue management practices, driving accountability and alignment of our operations and financial goals, revenue retention and growth strategies which include value realization, renewal execution, risk management and customer growth/expansion • Communicate, escalate, and drive mitigation plans cross-functionally to de-risk accounts,handle urgent customer concerns and escalate internally when necessary (ie, Service Improvement Plans) • Partner with sales, delivery and support to ensure successful deployment of solutions and services including periodic first bill reviews and audits to minimize billing disputes Responsible for renewal and re-rate implementation via contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve Lumen profit margins What We Look For in a Candidate • Experience: 3+ years customer success or account management experience • Education Level: Bachelor's Degree OR equivalent work experience • Experience working with and supporting enterprise customers, evaluating, and responding to needs with empathy and integrity • Excellent communication and interpersonal skills with ability to build relationships within customer accounts • Ability to proactively problem solve, make decisions on issue resolution while effectively negotiating directly with the customer and internally on their behalf • Technical aptitude to learn data networking technologies, products, and features • A high level of accuracy and attention to detail with good organizational capabilities • Ability to interpret customer data points and insights, prioritize and respond accordingly • Prioritize and manage multiple workstreams and task lists with strong time management skills • Ability to quickly learn various software, web-based platforms, and systems in accessing data • Working knowledge of MS Office suite 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 $55,671 - $74,221 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY $58,456 - $77,938 in these states: CO HI MI MN NC NH NV OR RI $61,240 - $81,643 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA 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-Remote What to Expect Next Requisition #: 343006 Life at Lumen Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes. Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win. To learn more about Life at Lumen and how we live the Lumen 8, please visit: jobs.lumen.com 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. Privacy Notice Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data. To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit: jobs.lumen.com 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.

Requirements

Must-haves

At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.
The Main Responsibilities
Know the Lumen portfolio offerings well enough to recognize a potential opportunity for expansion and ask appropriate questions to further qualify the opportunity, partnering closely with sales
Communicate, escalate, and drive mitigation plans cross-functionally to de-risk accounts,handle urgent customer concerns and escalate internally when necessary (ie, Service Improvement Plans)
What We Look For in a Candidate
Experience: 3+ years customer success or account management experience
Education Level: Bachelor's Degree OR equivalent work experience
Experience working with and supporting enterprise customers, evaluating, and responding to needs with empathy and integrity
Excellent communication and interpersonal skills with ability to build relationships within customer accounts
Ability to proactively problem solve, make decisions on issue resolution while effectively negotiating directly with the customer and internally on their behalf
Technical aptitude to learn data networking technologies, products, and features
A high level of accuracy and attention to detail with good organizational capabilities
Ability to interpret customer data points and insights, prioritize and respond accordingly
Prioritize and manage multiple workstreams and task lists with strong time management skills
Ability to quickly learn various software, web-based platforms, and systems in accessing data
Working knowledge of MS Office suite

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: eightfold
Effort: medium