Senior Manager, Customer Retention

Zayo Group

3d•$95,700 - $147,200

About The Position

The Senior Manager, Customer Retention leads and develops a high-performing team of Customer Account Managers responsible for customer outcomes and business results. The role builds a culture of ownership and accountability, with a focus on revenue growth and preservation, financial performance, and customer relationship health. The manager sets measurable objectives, coaches and develops talent, attracts and retains high-performing employees, and establishes operating practices that support team performance. Using data-driven leadership, this role identifies opportunities to expand customer relationships, addresses revenue risk, and improves customer and business outcomes. The leader balances customer advocacy with commercial accountability, builds trusted relationships across the organization, and drives cross-functional collaboration so customer needs and insights lead to action. The role also contributes to Zayo’s customer-excellence goals by developing a team that delivers measurable customer value and sustainable business growth.

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 working in a leadership role.
At least 7 years of telecommunications industry experience.
Excellent written, verbal, and listening communication skills.
Ability to influence peers and superiors to accept a point of view, adopt an agenda, or take action to achieve 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.
Demonstrates extreme ownership.
Proficient in Microsoft Word, Excel, and PowerPoint, and Google products, with working knowledge of the internet, email, and web browsers.
Able 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 to develop Customer Account Manager skills and maximize team performance while minimizing regrettable employee churn.
Establish and deliver objectives and supporting KPIs aligned with Customer Retention, revenue retention, Sales, and Zayo-wide priorities.
Hold accountability 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 ensure rapid and effective responses to 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.
Recruit and attract new talent.
Create and project-manage continuous experience improvement programs, including scope, milestone management, engagement, execution, and change management.
Identify process improvements and implement change.