Senior Manager Customer Success Advisors

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We’re invested in providing the flexibility you need to thrive and deliver lasting impact. Apply now to continue digitally connecting the world and shaping the future.

The Senior Manager, Customer Success Advisors is a strategic leader responsible for guiding customer-facing teams to achieve outstanding customer outcomes and maximize value from Lumen’s solutions. This role drives consumption‑based growth by embedding consumption selling practices that help customers scale, optimize usage, and realize ongoing value from on‑demand, usage‑driven solutions.

• Lead and enable consumption selling motions by coarching teams to identify usage trends, guide customers toward optimal consumption, and partner with Specialized Sales to drive expansion and value realization.
• Innovation & Process Improvement:
  Drive process innovation, leverage AI and automation for scalable customer engagement, and introduce new tools and technologies to improve efficiency and customer satisfaction.
• Talent Development & Team Performance:
  Set clear expectations, coach and develop team members, build a learning culture focused on AI fluency and business acumen, and reward high‑impact results. Identify skill gaps and drive targeted development.
• Onboarding Excellence:
  Lead teams to guide customers through onboarding, ensuring rapid adoption, activation, and value realization. Support digital/cloud transformation and drive excellence in activation processes.
• Expansion, Renewals & Pipeline Management:
  Own and drive disciplined pipeline management, renewals, migrations, and growth initiatives. Partner with sales and AI to identify and secure expansion opportunities and execute rigorous retention strategies.
• Strategic Account Planning & Business Reviews:
  Oversee joint account planning with clients, sales overlays, and product teams. Lead business reviews to identify growth opportunities, retention strategies, and ensure alignment with customer goals.
• Success Measurement:
  Deliver meaningful business and customer outcomes, including revenue uplift, digital growth, utilization, NPS uplift, accelerated time‑to‑value, customer satisfaction, expansion & retention, portfolio performance, and innovation impact.

Qualifications

• Experience leading or supporting consumption‑based, usage‑driven, or as‑a‑service commercial models, including expansion aligned to customer consumption patterns.
• Bachelor’s degree or equivalent practical experience.
• Minimum 7 years of experience in customer‑facing roles within a SaaS or technology company, with at least 2–3 years in people management.
• Proven track record of successfully managing and developing high‑performing teams.
• Strong analytical skills to diagnose bottlenecks, build dashboards, and make data‑backed recommendations.
• Executive presence with the ability to communicate complex concepts persuasively to senior stakeholders.
• Experience with data‑driven decision‑making and AI‑powered solutions.
• Demonstrated ability to handle multiple projects and deadlines in a fast‑paced, ever‑changing work environment.
• Experience in strategic planning, pipeline management, and revenue growth initiatives.
• Excellent problem‑solving and creative thinking skills.
• Strong understanding of customer success best practices and methodologies.

Preferred:

• Bachelor’s degree in business, technology, or related field
• Experience in network, cloud, or telecom environments; familiarity with AI, automation, and digital transformation initiatives
• Experience collaborating with cross‑functional teams; background in program management and executive relationship building
• Experience with change management and organizational transformation.

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location.…