Customer Success Executive - West

Lumen Technologies • Home, WA

3d • $92,996 - $129,891

About The Position

The Customer Success Executive in CTG owns the success of one of Lumen’s most strategic, complex, multi-divisional enterprise accounts. The role manages the account as a structured program, with clear governance, defined commitments, tracked risks, and cross-functional teams aligned to customer objectives. The executive owns renewal and migration outcomes, drives adoption and value realization, and develops business cases for expansion opportunities before handing them to Sales and Solution Engineering to pursue.

This position combines program leadership, customer advisory, advocacy, technical fluency, commercial judgment, and AI-enabled execution. It focuses on protecting and growing the customer relationship by understanding the customer’s business, ensuring Lumen fulfills its commitments, connecting technology investments to measurable outcomes, and coordinating internal teams to address customer needs.

Requirements

• At least 7 years of customer success, account management, or program management experience with large enterprise customers.
• Bachelor's degree or equivalent experience.
• Experience managing complex, Fortune 500, multi-divisional customers.
• A record of running structured programs, including governance cadences, milestone plans, risk registers, and cross-functional delivery.
• Experience owning renewal or retention outcomes, including negotiation with customers and internally on their behalf.
• Technical fluency in networking, cloud, and data services sufficient to lead credible discovery and work effectively with engineers and architects.
• Business acumen to understand how customers make money and connect technology investments to measurable value.
• Comfort presenting to, advising, and holding firm with C-level executives.
• Strong analytical skills and ability to turn data into insight and action.
• Practical experience using AI tools and automated workflows, with curiosity to improve how work gets done.
• Ability to hold boundaries by routing work to the right owner, saying no with a destination, and following through.
• Ownership mindset, including acting independently, surfacing risks early, and taking responsibility for results.

Nice To Haves

• PMP or equivalent program management certification.

Responsibilities

• Understand the customer's business model, organization, challenges, and technology priorities across business units and affiliates.
• Build long-term, value-based relationships with executive sponsors and decision makers throughout the customer organization.
• Maintain a customer success plan with defined milestones, owners, and outcomes.
• Monitor account health through usage, adoption, service, billing, and contract indicators, and surface risks early.
• Chair QBRs and business reviews; set agendas, drive decisions, and own action logs through closure, with Commercial Support preparing materials.
• Lead customer improvement programs by defining scope, coordinating cross-functional teams, tracking progress, and mitigating risks.
• Manage the contract lifecycle and commitment integrity; confirm Lumen delivers what it committed to and flag gaps early.
• Triage escalations, route them to the owning function, identify the owner, and track them to closure; record issues when no owner exists rather than absorbing them.
• Partner with Sales, Delivery, and Support to set expectations and ensure solutions deploy as committed.
• Own renewal strategy and execution in alignment with customer priorities and roadmap.
• Own migration planning and outcomes, moving legacy services to modern Lumen solutions.
• Govern concessions and writedowns to protect margin.
• Build quantified business cases tied to customer cost, resiliency, performance, and growth goals.
• Identify expansion opportunities, build the case, and hand opportunities to Sales and Solution Engineering to pursue.
• Assess product and portal adoption, remove barriers, and enable customer self-service.
• Use consumption data to identify underutilization, anticipate revenue risk, and inform renewal and migration strategy.
• Use AI tools, agents, and automated workflows for research, reporting, follow-through, and risk tracking; validate outputs and apply judgment.
• Automate repetitive work and route transactional requests to Commercial Support and DLM.
• Keep CRM records, stakeholder maps, renewal dates, risks, and forecasts accurate.
• Turn customer feedback into insights for Product, Delivery, and Operations teams.

Benefits

• Comprehensive package featuring a broad range of Health, Life, and Voluntary Lifestyle benefits and other perks intended to support physical, mental, emotional, and financial wellbeing.
• Bonus structure may include short-term incentives, long-term incentives and/or sales compensation; details can be discussed during the selection process.

What This Job Offers

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