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 Role 
 The Customer Success Professional is a customer-facing role that ensures our Large Enterprise customers are wildly successful in delivering on their critical business objectives through leveraging their current Lumen solutions. This is accomplished by viewing our products from the customers’ perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engaging sales accordingly. The Main Responsibilities 
 • Implement customer success plans using standardized journey templates to set customer expectations and ensure they are prepared for key milestones through the lifecycle (Get, Use, Pay and Renew), reinforce ecosystem hand-offs, and empower customers to self-serve Leverage and manage overall customer metrics , which include customer usage data, health indicators (disconnects, credits, orders, churn propensity scores, NPS), and renewal dates with a holistic view that aligns with customer objectives/success metrics Evaluate current product and portal adoption maturity level (depth and breadth) and address roadblocks by leveraging digital marketing slicks, adoption articles and other templates • Know the Lumen portfolio offerings well enough to recognize a potential opportunity for expansion and ask appropriate questions to further qualify the opportunity, partnering closely with sales • Implement revenue management practices, driving accountability and alignment of our operations and financial goals, revenue retention and growth strategies which include value realization, renewal execution, risk management and customer growth/expansion • Communicate, escalate, and drive mitigation plans cross-functionally to de-risk accounts,handle urgent customer concerns and escalate internally when necessary (ie, Service Improvement Plans) • Partner with sales, delivery and support to ensure successful deployment of solutions and services including periodic first bill reviews and audits to minimize billing disputes Responsible for renewal and re-rate implementation via contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve Lumen profit margins What We Look For in a Candidate 
 Experience: 3+ years customer success or account management experience Education Level: Bachelor's Degree OR equivalent work experience Experience working with and supporting enterprise customers, evaluating, and responding to needs with empathy and integrity Excellent communication and interpersonal skills with ability to build relationships within customer accounts Ability to proactively problem solve, make decisions on issue resolution while effectively negotiating directly with the customer and internally on their behalf Technical aptitude to learn data networking technologies, products, and features A high level of accuracy and attention to detail with good organizational