Customer Success Manager /Telecom Account Manager

Lyra Communications Group

4h•Remote

About The Position

The Customer Success Manager (CSM) / Account Manager at Lyra Communications Group serves as the strategic bridge between our clients and our service delivery teams. This role is integral to Lyra's growth trajectory — combining the consultative selling instincts of a seasoned sales professional, the operational discipline of a business analyst, and the technical fluency of a telecom subject matter expert. The ideal candidate will deepen client relationships, drive revenue retention and expansion, and serve as a trusted advisor across Lyra's full suite of communications and managed services solutions.

Requirements

3–5+ years of experience in a customer-facing role within telecom, MSP, or related technology services
Demonstrated track record of managing accounts, performing outreach, and meeting or exceeding revenue targets
Proficiency in CRM platforms (Salesforce, HubSpot, or equivalent) and standard reporting tools
Working knowledge of telecom products and managed services (voice, data, UCaaS, connectivity)
Strong written and verbal communication skills with the ability to present confidently to business stakeholders
High organizational discipline with experience maintaining detailed records and producing clear reports

Nice To Haves

Familiarity with Voice, CLEC, ILEC, or cable carrier ecosystems and billing structures
Exposure to churn analytics, MRR reporting, or financial KPIs in a recurring revenue model
Bachelor's degree in Business, Communications, or a related field (or equivalent experience)

Responsibilities

Own and grow a portfolio of assigned accounts, serving as the primary point of contact for day-to-day communications and escalations
Conduct regular business reviews (QBRs) and proactive check-ins to assess satisfaction, surface needs, and strengthen relationships
Identify at-risk accounts early and develop tailored retention strategies to reduce churn
Execute outbound prospecting campaigns via phone, email, and LinkedIn to generate net-new pipeline within existing accounts and target segments
Identify and close upsell and cross-sell opportunities aligned to Lyra's product and service portfolio
Collaborate with the sales team on proposals, pricing, and contract renewals
Maintain accurate CRM records including activity logs, opportunity stages, and forecasted revenue
Track, document, and report on key account metrics including MRR, churn risk, service tickets, and satisfaction scores
Maintain organized and auditable records of client interactions, contract terms, and service configurations
Coordinate internally with operations, billing, and provisioning teams to ensure seamless service delivery
Contribute to monthly and quarterly performance reporting presented to leadership and PE stakeholders
Leverage a working knowledge of telecom technologies (voice, data, fiber, cloud, UCaaS, SD-WAN) to advise clients on solutions that fit their business needs
Stay current on industry developments, carrier changes, and competitive landscape within the MSP and telecom markets
Translate complex technical concepts into clear, business-relevant language for client stakeholders
Collaborate with technical teams to ensure client solutions are properly scoped, delivered, and supported