Customer Success Professional

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 Customer Success Professional partners with large enterprise customers to maximize the value of their investment in Lumen solutions. As a trusted advisor, you will help customers achieve their business objectives by driving adoption, accelerating value realization, supporting renewals, identifying growth opportunities, and delivering exceptional experiences throughout the customer lifecycle. Working closely with Customer Success leaders and account‑aligned teams, you will support complex customer initiatives and key customer success activities, including onboarding, adoption, technology evolution, migrations, renewals, and risk mitigation.

You will leverage customer insights, analytics, automation, and approved AI tools to strengthen customer relationships, improve outcomes, and scale Customer Success impact.

• Build trusted relationships with customer stakeholders and serve as a strategic advisor focused on delivering business value and customer success.
• Partner with Customer Success leaders and account teams to support complex customer needs, execute strategic initiatives, and deliver exceptional customer experiences.
• Develop and execute customer success plans, onboarding strategies, adoption programs, and enablement activities aligned to customer goals.
• Guide customers through key milestones, including onboarding, adoption, technology evolution, migrations, renewals, and growth opportunities.
• Monitor customer health, engagement, and business insights to proactively address risks and maximize customer outcomes.
• Support executive and operational customer engagements, including business reviews, value discussions, escalations, and action planning.
• Collaborate with Sales, Solution Architects, Product, Service Delivery, and other cross‑functional teams to drive seamless customer experiences and successful outcomes.
• Leverage approved AI, analytics, automation, and digital engagement tools to improve productivity, strengthen decision‑making, and scale customer success activities.

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Four or more years of experience in Customer Success, Account Management, Consulting, Customer Experience, or a related field supporting enterprise customers
• Proven ability to build trusted customer relationships, influence stakeholders, and deliver measurable business results.
• Strong communication, presentation, negotiation, collaboration, and problem‑solving skills.
• Ability to analyze customer data and business insights to identify opportunities, mitigate risks, and drive customer outcomes.
• Demonstrated success managing multiple priorities and complex customer needs in a fast‑paced, cross‑functional environment.
• Ability to drive alignment, manage dependencies, and deliver results in a shared‑accountability model.
• Sound judgment, adaptability, and a commitment to continuous learning.

• Experience supporting…