Customer Success Manager

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 seeking a Customer Success Manager (CSM) to manage and nurture a portfolio of client accounts, ensuring successful onboarding, strong engagement, and long-term retention. This role is relationship-driven and execution-focused. You will act as the primary point of contact for your assigned accounts, guiding customers through onboarding, proactively monitoring account health, and collaborating cross-functionally to deliver a seamless client experience.

Requirements

3+ years of experience in Customer Success, Account Management, or Client Services (telecom, SaaS, or MSP experience preferred)
Strong relationship-building and communication skills
Solutions-oriented mindset with strong follow-through
Ability to manage multiple client relationships simultaneously
Comfortable working in a fast-paced, remote environment
Experience with CRM systems and customer support tools
Highly organized and self-motivated

Responsibilities

Support onboarding for new clients to ensure a smooth transition and early value realization
Partner with Sales and Operations to align expectations and timelines
Deliver client training sessions and onboarding documentation
Ensure proper handoff from Sales to Customer Success
Serve as the primary point of contact for assigned accounts
Build strong, long-term partnerships with MSPs and business clients
Conduct regular check-ins to maintain engagement and satisfaction
Address client concerns with urgency and professionalism
Monitor customer health metrics and usage trends
Identify risks early and escalate when needed
Maintain consistent communication to ensure clients feel supported
Support churn reduction efforts
Identify potential expansion opportunities and coordinate with Sales
Advocate for customer needs internally
Work closely with Billing, Operations, and Support teams to resolve issues
Ensure escalations are managed effectively and communicated clearly
Share client feedback with internal stakeholders
Maintain accurate CRM records and account notes
Track KPIs related to retention and customer health
Follow established Customer Success processes and best practices