Head of Customer Retention - Carrier

Zayo Group

1d•$215,000 - $235,000•Remote

About The Position

Zayo is seeking a senior leader to lead Customer Retention for its Carrier vertical. The role leads Customer Retention leaders and Customer Account Managers responsible for post-implementation customer relationships, recurring revenue, and customer continuity across the Carrier portfolio. It sets the strategy, operating model, and capabilities to improve renewals, retention, churn, revenue preservation, lifecycle engagement, and expansion. The Head of Customer Retention owns customer health, revenue growth and preservation, gross and net revenue retention, renewal performance, churn performance to budget, and portfolio financial performance. The leader manages through Senior Managers, establishes performance expectations, and fosters ownership, accountability, and continuous improvement. The role partners with Sales and senior leaders to turn customer insights, forecasts, commercial opportunities, financial objectives, and operational priorities into coordinated action; it also sponsors strategic customer relationships and helps shape Zayo’s Carrier customer strategy. This remote position is open to applicants residing in the continental United States. Travel may be required as needed. The estimated annual base salary range is $215,000–$235,000. The role may be eligible for benefits including health insurance, life insurance, disability and retirement plans, paid time off, dental and vision insurance, a 401(k) savings plan, and paid parental leave. Non-sales roles may be eligible for a discretionary annual incentive plan.

Requirements

Bachelor’s degree or equivalent combination of education and relevant professional experience.
10+ years of progressive leadership experience in Customer Retention, Account Management, Sales, Customer Experience, Telecommunications, Technology, or a related B2B environment.
5+ years of experience leading leaders and managing managers, with the ability to build and lead high-performing, multi-layered organizations.
Experience leading customer organizations accountable for significant recurring revenue, renewals, retention, churn, customer experience, and financial outcomes.
Strong commercial and financial acumen, including experience driving revenue growth, preserving recurring revenue, improving gross and net revenue retention, managing renewal economics, and delivering financial or P&L objectives.
Ability to develop and execute customer and commercial strategies across a large, complex customer portfolio or market segment.
Experience leading post-implementation account management at scale, including customer health and risk management, renewal planning and negotiation, churn forecasting and mitigation, save strategies, customer continuity, and growth partnership with Sales.
Strong understanding of complex B2B customer environments.
Ability to evaluate and govern customer, contractual, operational, and financial tradeoffs involving pricing, term, margin, capital recovery, credits, early termination liability, portability, and contract exceptions.
Exceptional executive presence and communication skills, including the ability to influence senior leaders, engage customer executives, and communicate complex business issues and strategies clearly and credibly.
Ability to build trusted relationships and influence outcomes with internal and external stakeholders, including at executive levels.
Experience leading organizational change, creating scalable operating models, improving processes, and driving digital transformation in a dynamic business environment.
Strong strategic thinking, business judgment, problem-solving, project leadership, and prioritization skills.
Experience with CRM, customer retention and renewal management, financial reporting, business intelligence, and other platforms used to manage customer and business performance.
Willingness and ability to travel as needed.

Nice To Haves

Advanced degree preferred.
Experience in telecommunications, networking, cloud infrastructure, digital infrastructure, or related technology services.

Responsibilities

Lead, develop, and inspire Customer Retention leaders responsible for post-implementation lifecycle management, recurring revenue, renewals, retention, churn management, and customer continuity for Carrier customers.
Define and execute the Customer Retention strategy for the Carrier vertical, aligning customer and market priorities with Zayo’s commercial and financial objectives.
Establish a scalable operating model for customer health and risk identification, renewal planning and negotiation, churn forecasting, save strategies, disconnect repurposing, continuity, lifecycle engagement, and expansion.
Own performance in revenue growth, recurring-revenue preservation, gross and net revenue retention, renewals, churn against budget, discount discipline, and financial results.
Partner with Sales to identify growth signals and capture expansion opportunities while owning defined renewal and retention motions that increase seller capacity.
Establish disciplined churn forecasting, root-cause analysis, and mitigation, including save, replacement, portability, migration, relocation, decommissioning, disconnect-repurposing, and contract-restructuring strategies.
Create executive-level customer engagement and governance strategies and personally sponsor key Carrier relationships with customer decisionmakers and senior stakeholders.
Drive customer value realization across Zayo’s services so customers understand, achieve, and recognize the value of their relationship with Zayo.
Establish and enforce commercial governance for renewal pricing, discounts, credits, early termination liability, portability, contract exceptions, rate increases, order and revenue treatment, margin, capital recovery, and long-term account value.
Set and oversee performance objectives, KPIs, customer health measures, forecasts, operating rhythms, and business reviews, with accountability for churn against budget, renewal performance, gross and net revenue retention, average discount rate, and month-to-month revenue renewed.
Develop and coach Senior Managers and other Customer Retention leaders, strengthening leadership, commercial acumen, talent management, and organizational effectiveness.
Build a leadership pipeline and succession plan by attracting, developing, engaging, and retaining high-performing leaders and talent.
Anticipate business challenges and systemic customer risks, establish mitigation strategies, and take functional accountability for executive escalations and cross-functional resolution of complex or high-impact issues.
Communicate strategy, portfolio performance, financial results, customer insights, risks, opportunities, and progress to senior leadership clearly and using data.
Contribute to enterprise-wide strategy, capability development, and organizational priorities as a member of the broader Customer Retention leadership team.