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 Our largest customers do not need another point of contact. They need someone who understands how their business runs, holds Lumen accountable to what was promised, and turns the relationship into measurable outcomes. As a Customer Success Executive in CTG, you own the success of one of Lumen's most strategic, complex, multi-divisional accounts. You run the account like a program: clear governance, defined commitments, tracked risks, and cross-functional teams mobilized around the customer's objectives. You own renewal and migration outcomes for your account. You drive adoption and value realization. When you see an opportunity to expand, you build the case and bring sales in to own it. You are a program leader, advisor, and advocate. You combine customer insight, technical fluency, commercial judgment, and AI-enabled execution to protect and grow the relationship. The Main Responsibilities • Understand the customer's business model, organization, challenges, and technology priorities across business units and affiliates. • Build long-term, value-based relationships with executive sponsors and decision makers, deep and wide. • Maintain a customer success plan with defined milestones, owners, and outcomes. • Monitor health using usage, adoption, service, billing, and contract indicators. Surface risk early. • Chair QBRs and business reviews. Set the agenda, drive decisions, and own the action log to closure, with Commercial Support preparing materials. • Lead customer improvement programs: define scope, coordinate cross-functional teams, track progress, and mitigate risks. • Manage contract lifecycle and commitment integrity. Confirm Lumen delivers what it committed and flag gaps early. • Advocate with a clear boundary. Triage escalations, route them to the owning function, name the owner, and track to closure. Where no owner exists, record it rather than absorb it. • Partner with sales, delivery, and support to set expectations and ensure solutions deploy as committed. • Own renewal strategy and execution, aligned to customer priorities and roadmap. • Own migration planning and outcomes, moving legacy services to modern Lumen solutions. • Govern concessions and writedowns to protect margin. • Build quantified business cases tied to the customer's cost, resiliency, performance, and growth goals. • Identify expansion opportunities, build the case, and hand them to sales and solution engineering to pursue. • Assess product and portal adoption, remove barriers, and enable customer self-service. • Use consumption data to spot underutilization, anticipate revenue risk, and inform renewal and migration strategy. • Use AI tools, agents, and automated workflows for research, reporting, follow-through, and risk tracking. Validate outputs and apply judgment. • Automate repetitive work and route transactional requests to Commercial Support and DLM. • Keep CRM records, stakeholder maps, renewal dates, risks, and forecasts accurate. • Turn customer feedback into insight for product, delivery, and operations teams. What We Look For in a Candidate • 7+ years of customer success, account management, or program management experience with large enterprise customers. • Bachelor's degree or equivalent experience. PMP or equivalent program management certification preferred. • Experience managing complex, Fortune 500, multi-divisional customers. • A record of running structured programs: governance cadences, milestone plans, risk registers, and cross-functional delivery. • Experience owning renewal or retention outcomes, including negotiation with customers and internally on their behalf. • Technical fluency in networking, cloud, and data services sufficient to lead credible discovery and work effectively with engineers and architects. • Business acumen to understand how customers make money and connect technology investment to measurable value. • Comfort presenting to, advising, and holding firm with C-level executives. • Strong analytical skills and the ability to turn data into insight and action. • Practical experience using AI tools and automated workflows, with the curiosity to keep improving how work gets done. • The ability to hold a boundary: route work to the right owner, say no with a destination, and follow through. • An ownership mindset: you act independently, surface risks early, and take responsibility for results. " Know the customer's business. Run the account like a program. Hold Lumen to its commitments. Turn adoption into lasting value." 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 $92,996 - $123,991 in these states: OR $97,419 - $129,891 in these states: CA 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. What to Expect Next Employment consideration for this role is contingent upon successfully completing required assessments as part of the hiring process. Requisition #: 343533 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.
You are a program leader, advisor, and advocate. You combine customer insight, technical fluency, commercial judgment, and AI-enabled execution to protect and grow the relationship.
The Main Responsibilities
Understand the customer's business model, organization, challenges, and technology priorities across business units and affiliates.
Build long-term, value-based relationships with executive sponsors and decision makers, deep and wide.
Maintain a customer success plan with defined milestones, owners, and outcomes.
Monitor health using usage, adoption, service, billing, and contract indicators. Surface risk early.
Chair QBRs and business reviews. Set the agenda, drive decisions, and own the action log to closure, with Commercial Support preparing materials.
Lead customer improvement programs: define scope, coordinate cross-functional teams, track progress, and mitigate risks.
Manage contract lifecycle and commitment integrity. Confirm Lumen delivers what it committed and flag gaps early.
Advocate with a clear boundary. Triage escalations, route them to the owning function, name the owner, and track to closure. Where no owner exists, record it rather than absorb it.
Partner with sales, delivery, and support to set expectations and ensure solutions deploy as committed.
Own renewal strategy and execution, aligned to customer priorities and roadmap.
Own migration planning and outcomes, moving legacy services to modern Lumen solutions.
Govern concessions and writedowns to protect margin.
Build quantified business cases tied to the customer's cost, resiliency, performance, and growth goals.
Identify expansion opportunities, build the case, and hand them to sales and solution engineering to pursue.
Assess product and portal adoption, remove barriers, and enable customer self-service.
Use consumption data to spot underutilization, anticipate revenue risk, and inform renewal and migration strategy.
Use AI tools, agents, and automated workflows for research, reporting, follow-through, and risk tracking. Validate outputs and apply judgment.
Automate repetitive work and route transactional requests to Commercial Support and DLM.
Keep CRM records, stakeholder maps, renewal dates, risks, and forecasts accurate.
Turn customer feedback into insight for product, delivery, and operations teams.

Nice-to-haves

Bachelor's degree or equivalent experience. PMP or equivalent program management certification preferred.

Application prep

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

Keywords to mirror

Platform: eightfold
Effort: medium

Benefits

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