Customer Success Lead

Lyra Communications Group

4h•Remote

About The Position

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. We are looking for a Customer Success Lead to own and elevate the client experience lifecycle, from onboarding to expansion and retention. This role is both strategic and hands-on. You will lead customer onboarding initiatives, strengthen engagement, drive retention efforts, and serve as a trusted advisor to our client portfolio. You will also help build structure within the Customer Success function, ensuring scalable processes that support long-term growth. The ideal candidate combines relationship management expertise with operational discipline and a proactive mindset.

Requirements

3+ years of experience in Customer Success, Account Management, or Client Services (telecom, SaaS, or MSP experience strongly preferred)
Strong interpersonal and relationship-building skills
Excellent written and verbal communication
Analytical mindset with ability to interpret customer data
Experience with CRM platforms and customer support tools
Highly organized, self-motivated, and comfortable in a fully remote environment
Ability to manage multiple client relationships simultaneously

Responsibilities

Lead onboarding for new clients to ensure a smooth transition and early value realization
Partner with Sales and Operations to align expectations and implementation timelines
Deliver client training sessions and onboarding documentation
Serve as the primary point of contact for assigned accounts
Build strong, long-term partnerships with MSPs and business clients
Conduct regular check-ins and strategic business reviews
Monitor customer health metrics and engagement trends
Identify risks early and implement retention strategies
Drive proactive outreach to increase adoption and satisfaction
Support churn reduction initiatives
Identify expansion opportunities in collaboration with Sales
Advocate for customer needs internally to improve overall experience
Partner with Billing, Operations, and Support teams to resolve escalations efficiently
Gather and communicate product feedback to leadership
Help refine interdepartmental workflows that impact customer experience
Maintain accurate CRM documentation
Track KPIs related to retention, adoption, and customer health
Develop scalable processes and playbooks to strengthen the Customer Success function