Senior Manager, Customer Retention

Zayo Group

3d•$95,700 - $147,200

About The Position

Zayo is hiring a Senior Manager, Customer Retention to lead and develop a high-performing team of Customer Account Managers. The role is accountable for exceptional customer outcomes and business results, with a focus on revenue growth and preservation, financial performance, and the health of customer relationships. The manager sets measurable objectives, coaches and develops employees, attracts and retains talent, and establishes operating disciplines that support team performance. Using data-driven leadership, the manager identifies opportunities to expand customer relationships, addresses revenue risk, and improves customer and business outcomes. The role balances customer advocacy with commercial accountability, builds trusted relationships and cross-functional collaboration, and ensures customer needs and insights lead to meaningful action. The position also contributes to Zayo’s customer-excellence goals by driving measurable customer value, sustainable growth, and financial performance. Travel of up to 25% is required.

Requirements

Bachelor’s or master’s degree in a related field, or an equivalent combination of training, education, and experience.
At least 5 years of experience in a leadership role.
At least 7 years of telecommunications industry experience.
Excellent written, verbal, and listening communication skills.
Proven ability to recruit and attract talent.
Ability to influence peers and superiors to adopt a point of view, agenda, or course of action that advances company goals.
Ability to foster a cooperative work environment.
Ability to adapt to changing priorities, goals, procedures, and essential duties.
Strong presentation, organizational, administrative, and time-management skills.
Strong analytical and quantitative skills, with excellent follow-up skills.
Excellent negotiation skills and a proven ability to close business.
Collaborative and respectful approach to working with stakeholder teams.
Demonstrated extreme ownership.
Ability to understand processes, identify improvements, and implement change.
Ability to create and project-manage a continuous experience-improvement program, including scope, milestone management, engagement, execution, and change management.
Proficiency with Microsoft Word, Excel, and PowerPoint and Google products, plus working knowledge of the internet, email, and web browsers.
Willingness to travel up to 25%.

Responsibilities

Manage recurring revenue and net revenue retention, oversee renewal negotiations, and partner with Sales to identify opportunities.
Coach, mentor, train, and share knowledge with Customer Account Managers to improve team performance and skills while minimizing regrettable employee churn.
Establish and deliver objectives and supporting KPIs aligned with Customer Retention, revenue retention, Sales, and Zayo.
Account for the performance and results of a team within the manager’s discipline or function.
Adapt departmental plans and priorities to address resource and operational challenges.
Lead with authenticity, passion, and an employee- and customer-focused mindset.
Present performance insights, strategy updates, and quarterly results to stakeholders and customers.
Build and manage effective relationships with customer-segment and business-partner teams, from individual contributors to executive leaders, to ensure responsive action on customer needs.
Communicate effectively and contribute as an organized, dependable member of the Customer Retention leadership team.
Lead key client meetings and take ultimate accountability for functional escalations.