Senior Manager, Customer Retention

Zayo Group

1d•$95,700 - $147,200

About The Position

Zayo is seeking a Senior Manager over Customer Retention to lead and develop a high-performing team of Customer Account Managers. The role is accountable for delivering exceptional customer outcomes and strong business results, with a focus on revenue growth and preservation, financial performance, and customer relationship health. The leader will set measurable objectives, coach and develop talent, attract and retain high-performing team members, and establish consistent operating practices. Using data-driven leadership, the Senior Manager will identify opportunities to expand customer relationships, address revenue risks, and improve customer and business outcomes. The position requires balancing customer advocacy with commercial accountability. The leader will build trusted relationships across the organization, drive cross-functional collaboration, and ensure customer needs and insights lead to meaningful action. The role is responsible for advancing customer excellence while delivering measurable value to customers and sustainable growth and financial performance for Zayo. Travel up to 25% is required. The estimated annual base salary range is $95,700–$147,200 USD. Actual compensation may vary based on factors including location, experience, skills, certifications, and organizational needs. Non-sales roles may be eligible for a discretionary annual incentive plan; sales roles may be eligible for a sales incentive plan. The position may also be eligible for health, life, disability, retirement, and paid-time-off benefits.

Requirements

Bachelor’s or master’s degree in a related field, or an equivalent combination of training, education, and experience.
At least five years of experience in a leadership role.
At least seven years of telecommunications industry experience.
Excellent written, verbal, and listening communication skills.
Ability to recruit and attract new talent.
Ability to influence peers and superiors to accept a point of view, adopt an agenda, or take action toward Company goals.
Ability to foster a cooperative work environment.
Ability to adjust and 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.
Highly collaborative and respectful approach when 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 in Microsoft Word, Excel, and PowerPoint, as well as Google products; 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 develop talent and functional skills, maximize team performance, and minimize regrettable employee churn.
Establish objectives and supporting KPIs aligned with Customer Retention, revenue retention, Sales, and Zayo.
Be accountable for the performance and results of a team within the 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 clearly to stakeholders and customers.
Build and manage effective relationships with customer-segment and business-partner teams, from individual contributors to executive leadership, to support rapid and effective responses to customer needs.
Communicate effectively and serve as an organized, dependable member of the Customer Retention leadership team.
Lead key client meetings and take ultimate accountability for functional escalations.