Customer Success Professional-Indirect

Lumen Technologies•Us, VA,US

4d•$55,671 - $102,057

About The Position

The Customer Success Professional – Indirect is a customer and partner facing role assigned to our large and mid-market enterprise customer segment and aligned to our largest revenue sub-agents. Driving overall customer lifetime value with and through our partners. This role is accountable for the overall selling partner experience; creating an environment where it is easy to do business through Lumen, providing data-led insights to guide our partners actions and enabling adoption and utilization of digital tools.

Requirements

4+ years customer success or account management experience
Bachelor's Degree or equivalent work experience
Experience in working with complex, multi-regional enterprise customers
Ability to effectively present, consult, and advise at various leadership levels
Assertive verbal and written communications skills with ability to build strategic relationships within organizations
Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf
Ability to interpret customer data points and insight while implementing customer engagement action plans
Manage high volume of tasks with strong time management skills
Experience in collaborating and guiding cross-functional teams (e.g. Sales, Product, Marketing, Service Delivery)

Responsibilities

Develop and maintain long-term, value-driven relationships with customers and partners to build trust and credibility
Implement and manage customer and partner success plans aligned with business goals, ensuring value realization
Collaborate cross-functionally with sales, delivery, and ecosystem partners to align on customer outcomes and solution expectations
Orchestrate customer onboarding and lifecycle milestones using standardized journey templates for readiness and alignment
Monitor and analyze customer and partner metrics (usage data, health indicators, financial metrics) to prioritize engagement and drive success
Execute customer engagement strategies, including cadence calls, site visits, reviews, training, and digital touchpoints
Drive product adoption and value realization by leveraging tools, accelerators, and feature communication
Identify and qualify expansion opportunities within the portfolio, partnering with sales to support revenue growth
Conduct regular business reviews with partners, assessing health, financial performance, and growth strategies
Manage revenue retention, renewals, risk mitigation, and financial accountability across operations
Communicate and escalate urgent customer concerns, coordinating mitigation plans and service improvement initiatives
Facilitate internal knowledge sharing and action planning to continuously enhance customer and partner value