Customer Success Advisor

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 Customer Success Advisor is a trusted advisor and strategic partner, responsible for guiding customers to achieve their desired outcomes and maximize value from Lumen’s solutions. This role proactively manages the customer journey, orchestrating onboarding, adoption, and expansion, and serves as the single point of accountability for customer success and renewals. Success Advisors leverage AI and analytics to anticipate needs, deliver guidance, and manage customer health and performance.

They act early to address risks, develop action plans for at‑risk accounts, and champion customer needs internally to drive product and service enhancements. The role requires deep product knowledge, business acumen, and the ability to connect Lumen capabilities to customer goals. Success Advisors collaborate across the Lumen ecosystem, aligning sales, product, partner, and services teams to deliver seamless, outcome‑driven experiences.

They quantify and communicate the impact of Lumen solutions on customer goals, including ROI, and turn outcomes into compelling, actionable value.

• Orchestrate & Deliver Onboarding
  
  Experience:
  
  Lead end-to-end onboarding for digital‑only clients, ensuring rapid adoption and activation of solutions. Support customers through activation, leveraging AI agents for repeatable, low‑impact tasks. Drive operational excellence and digital/cloud transformation.
• Joint Account Planning with Specialized Overlays:
  Collaborate with sales overlays and product teams to guide strategic account planning. Align onboarding and logo support with specialized overlays.
• Drive Expansion via Success Roadmap & Business Reviews:
  Lead business reviews, identify growth opportunities, and execute retention strategies. Manage disciplined pipeline, renewals, and migrations to achieve financial objectives.
• Innovation to Achieve Scale:
  Drive process improvements and leverage AI for scalable customer engagement. Prove engagement model and provide runway for agentification.
• Activate Solution Adoption & Provide Product Feedback:
  Educate customers on best practices and product features to maximize solution adoption. Relay rapid product feedback for enhancement.

Required:

• Bachelor’s degree in business, technology, consulting, or related field.
• 5–7 years of experience in customer success, account management, consulting, sales, or solution engineering, preferably in SaaS, technology, or telecommunications.
• Proven ability to build and maintain strong, trusted relationships with customers and stakeholders at all levels, including executive leadership.
• Demonstrated success in driving product adoption, value realization, and customer retention.
• Strong technical aptitude and product knowledge; ability to translate business needs into solutions and provide guidance on feature adoption.
• Experience managing complex projects, major incidents, and escalations.
• Excellent communication, presentation, and interpersonal skills.
• Analytical skills to assess customer health, identify risks/opportunities, and optimize processes using data and AI‑driven insights.
• Accountability, personal organization, and ability to manage multiple priorities in a fast‑paced environment.

Preferred:

• 5+ years of relevant industry expertise in Customer Success, SaaS platform use, project leadership, technology consulting, or solutions architecture.
• Deep curiosity and consultative skills; proven results as a trusted advisor driving business value for customers.
• Knowledge of enterprise architecture principles and digital transformation best practices.
• Experience in change management, process optimization, and cross‑functional collaboration.
• Ability to lead…