Customer Success Manager

At Lyra Communications Group
, we simplify telecom so our partners can focus on what matters most — delivering exceptional IT solutions to their clients.

As a global telecom aggregator, we provide connectivity, internet, VoIP, and infrastructure solutions tailored to businesses and Managed Service Providers (MSPs). Our partner‑centric model streamlines vendor relationships, centralizes support, and ensures seamless delivery in fully managed or co‑managed environments.

We operate on four core values:
Transparency
, Collaboration
, Responsiveness
, and Versatility
.

• Support onboarding for new clients to ensure a smooth transition and early value realization
• Partner with Sales and Operations to align expectations and timelines
• Deliver client training sessions and onboarding documentation
• Ensure proper handoff from Sales to Customer Success

• Serve as the primary point of contact for assigned accounts
• Build strong, long‑term partnerships with MSPs and business clients
• Conduct regular check‑ins to maintain engagement and satisfaction
• Address client concerns with urgency and professionalism

• Monitor customer health metrics and usage trends
• Identify risks early and elevate them as needed
• Maintain consistent communication to ensure clients feel supported

• Support churn reduction efforts
• Identify potential expansion opportunities and coordinate with Sales
• Advocate for customer needs internally

• Work closely with Billing, Operations, and Support teams to resolve issues
  
  Ensure escalations are managed effectively and communicated clearly
• Share client feedback with internal stakeholders

• Maintain accurate CRM records and account notes
• Track KPIs related to retention and customer health
• Follow established Customer Success processes and best practices

• 3+ years of experience in Customer Success, Account Management, or Client Services (telecom, SaaS, or MSP experience preferred)
• Strong relationship‑building and communication skills
• Solutions‑oriented mindset with strong follow‑through
• Ability to manage multiple client relationships simultaneously
• Comfortable working in a fast‑paced, remote environment
• Experience with CRM systems and customer support tools
• Highly organized and self‑motivated

• Base Salary: DOE
• Unlimited PTO
• Up to $120/month internet reimbursement
• Medical benefits
• 401(k) match up to 4%