Customer Success Executive

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

What to Expect Next