Customer Success Executive

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.

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.

• 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 write downs 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 under utilization, 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,…