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 – Indirect is a customer and partner facing role assigned to our large and mid-market enterprise customer segment and aligned to our largest revenue sub-agents. Driving overall customer lifetime value with and through our partners. This role is accountable for the overall selling partner experience; creating an environment where it is easy to do business through Lumen, providing data-led insights to guide our partners actions and enabling adoption and utilization of digital tools. The Main Responsibilities • Develop and maintain long-term, value-driven relationships with customers and partners to build trust and credibility • Implement and manage customer and partner success plans aligned with business goals, ensuring value realization • Collaborate cross-functionally with sales, delivery, and ecosystem partners to align on customer outcomes and solution expectations • Orchestrate customer onboarding and lifecycle milestones using standardized journey templates for readiness and alignment • Monitor and analyze customer and partner metrics (usage data, health indicators, financial metrics) to prioritize engagement and drive success • Execute customer engagement strategies, including cadence calls, site visits, reviews, training, and digital touchpoints • Drive product adoption and value realization by leveraging tools, accelerators, and feature communication • Identify and qualify expansion opportunities within the portfolio, partnering with sales to support revenue growth • Conduct regular business reviews with partners, assessing health, financial performance, and growth strategies • Manage revenue retention, renewals, risk mitigation, and financial accountability across operations • Communicate and escalate urgent customer concerns, coordinating mitigation plans and service improvement initiatives • Facilitate internal knowledge sharing and action planning to continuously enhance customer and partner value What We Look For in a Candidate • 4+ years customer success or account management experience • Bachelor's Degree or equivalent work experience • Experience in working with complex, multi-regional enterprise customers • Ability to effectively present, consult, and advise at various leadership levels • Assertive verbal and written communications skills with ability to build strategic relationships within organizations • Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf • Ability to interpret customer data points and insight while implementing customer engagement action plans • Manage high volume of tasks with strong time management skills • Experience in collaborating and guiding cross-functional teams (e.g. Sales, Product, Marketing, Service Delivery) 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 - $92,782 in these states: ME PA VT $58,456 - $97,430 in these states: NH RI $61,240 - $102,057 in these states: CT DE MA MD NJ NY VA 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 Requisition #: 343260 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
Develop and maintain long-term, value-driven relationships with customers and partners to build trust and credibility
Implement and manage customer and partner success plans aligned with business goals, ensuring value realization
Collaborate cross-functionally with sales, delivery, and ecosystem partners to align on customer outcomes and solution expectations
Orchestrate customer onboarding and lifecycle milestones using standardized journey templates for readiness and alignment
Monitor and analyze customer and partner metrics (usage data, health indicators, financial metrics) to prioritize engagement and drive success
Execute customer engagement strategies, including cadence calls, site visits, reviews, training, and digital touchpoints
Drive product adoption and value realization by leveraging tools, accelerators, and feature communication
Identify and qualify expansion opportunities within the portfolio, partnering with sales to support revenue growth
Conduct regular business reviews with partners, assessing health, financial performance, and growth strategies
Manage revenue retention, renewals, risk mitigation, and financial accountability across operations
Communicate and escalate urgent customer concerns, coordinating mitigation plans and service improvement initiatives
Facilitate internal knowledge sharing and action planning to continuously enhance customer and partner value
What We Look For in a Candidate
4+ years customer success or account management experience
Bachelor's Degree or equivalent work experience
Experience in working with complex, multi-regional enterprise customers
Ability to effectively present, consult, and advise at various leadership levels
Assertive verbal and written communications skills with ability to build strategic relationships within organizations
Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf
Ability to interpret customer data points and insight while implementing customer engagement action plans
Manage high volume of tasks with strong time management skills
Experience in collaborating and guiding cross-functional teams (e.g. Sales, Product, Marketing, Service Delivery)

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