Head of Customer Success

19 hours ago

Boulder, Colorado, United States Aztec Full time
Job Title: Head of Customer Success, Strategic

Zayo is seeking a seasoned leader to drive customer success across our Strategic segment. As Head of Customer Success, you will lead a team of Customer Success leaders and managers, providing end-to-end lifecycle support to our customers.

About the Role

This is a critical role that requires a strong understanding of customer success principles, excellent leadership skills, and the ability to drive business growth. You will work closely with our Sales, Marketing, Solution Architect, and Commercial Operations teams to deliver on our commitments to customers and achieve business objectives.

Responsibilities
  • Lead a team of Customer Success leaders who are responsible for full life cycle management.
  • Develop leaders and CSM skill sets in all functional areas through coaching, mentoring, training, and knowledge sharing.
  • Drive customer value realization across all services.
  • Manage recurring revenue and net revenue retention, identifying all growth opportunities working closely with the sales team.
  • Work with customer decision-makers to deliver on all renewal opportunities.
  • Perform risk assessment across the customer base for all contracts and services, working closely with the churn management team.
  • Build and manage deep, meaningful, and effective relationships with our clients and business partners.
  • Establish and deliver on objectives and KPIs that are aligned with CS, GSM, and across Zayo.
  • Effectively communicate, is highly organized, and is a dependable member of the Customer Success leadership team.
  • Partners with the CS leadership team to deliver on all budget and P&L commitments.
  • Anticipates business challenges and drives process improvement initiatives.
  • Manages the strategic initiatives and big rocks to deliver on internal/external commitments.
  • Intelligence gathering, market, and competitive expertise to support the business today and drive future strategy.
  • Initiates and implements process improvement enhancements to present operational efficiency and digital transformation initiatives.
Qualifications
  • 10+ years of leadership experience.
  • 5+ years of experience working in a customer support/success organization.
  • Experience working in a customer service organization.
  • Excellent communication, problem-solving, project management, and time management skills.
  • Ability to adjust to rapid changes within the business and willingness to be hands-on, with no reservation to roll-up sleeves and perform out of scope duties to get the job done.
  • Exceptional ability to influence others through oral and written presentation.
  • Experience with cloud-based infrastructure-as-a-service platforms.
  • Confident and articulate; produces clear, accurate, and logically structured documentation tailored to the audience.
  • Ability to establish credibility and rapport with key internal and external stakeholders.
  • Bachelor's degree or equivalent work experience.
  • Travel as needed.
  • Position can be remote.
What We Offer
  • Excellent Health, Dental & Vision Insurance.
  • Retirement 401(k) Savings Plan.
  • Fitness membership discounts.
  • Generous paid time off policy including paid parental leave.

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial, or local laws.

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