Bulk Customer Success Manager

Frontier Communications • Dallas, TX

6d • Remote

About The Position

Verizon recently acquired Frontier and plans to transition non-union Frontier employees into Verizon compensation and benefits programs. This position will be part of that planned transition.

You are a professional with extensive project management and account management expertise. You thrive in a fast-paced environment and enjoy leveraging your various skills to drive efficiency and optimize client success. You are a self-starter who can solve numerous, diverse challenges and provide strategic direction. You’re passionate about building lasting relationships across the Multifamily market and providing industry-leading solutions that delight customers.

We are a highly diverse, collaborative, and entrepreneurial team on a mission to transform the way ISPs serve Bulk Multifamily consumers and Property Owners/Staff. 2026 will be a pivotal year for our company, as we integrate with Verizon, more than doubling our fiber footprint and available product mix.

As a motivated professional, you will be responsible for successfully launching and maintaining on-going management of strategic Bulk Multifamily communities that range in size from single properties of several-hundred units to large multi-site portfolios over 10,000 units. Once a bulk contract is signed, you will spearhead coordination across key internal and external stakeholders to ensure a successful fiber internet launch, and you will execute the retention and account management strategy so that Frontier deepens our customer engagement with multifamily customers nationwide. The ideal candidate will balance high-level strategy with hands-on execution to ensure success.

Additionally, this role may serve as a Team Lead, providing strategic guidance and mentorship to select individuals. In this capacity, you will act as a subject matter expert and advisor rather than a formal people manager.

Requirements

• Bachelor's degree or equivalent experience required
• 5+ years’ experience in operations, project management, and/or account management.
• Knowledge of the multifamily marketplace, and documented track record of success working with MDU Owners, Operators, and Developers.
• Knowledge of fiber-based telecommunications infrastructure and technologies.
• Must possess a valid state driver’s license with a clean driving record.
• Willingness to travel up to 25%.
• Proven ability to provide guidance and mentorship to colleagues in a Team Lead or advisory capacity.
• Strong leadership and communication skills with the ability to influence and advise without formal authority.

Nice To Haves

• Salesforce or similar CRM experience is a plus.
• PMP certification is a plus.

Responsibilities

• Drive customer success initiatives for a portfolio of Bulk Multifamily accounts.
• Manage individual capacity and workload to meet project deadlines and account objectives.
• Create and manage project documentation for newly contracted multifamily community fiber builds.
• Strategically align with local engineering, sales professionals, field operations, and outside vendors to ensure successful implementation and on-time activation of fiber services to our customers.
• Ensure the team maintains a deep understanding of our various internet solutions (e.g., Self Install and Instant Activation) and drives respective Property and Frontier Engineering actions to ensure successful technology deployment across properties.
• Adhere to processes for updating and maintaining internal systems and records to ensure data accuracy and serviceability.
• Engage directly with clients, including solving critical problems and managing communications efforts, site community visits, and walkthroughs necessary to drive new business and ensure client satisfaction.
• Periodically directly involved in pre-sales solution definition and support for targeted business development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level