Senior Manager, Customer Retention

Zayo Group

2d•$105,000 - $150,000•Remote

About The Position

Zayo is seeking a Senior Manager, Customer Retention to lead and develop a high-performing team of Customer Account Managers responsible for strong customer outcomes and business results. The role establishes a culture of ownership and accountability, with a focus on revenue growth and preservation, financial performance, and the health of customer relationships. The leader sets measurable objectives, coaches and develops talent, attracts and retains high-performing team members, and establishes operating disciplines that support strong performance. Using data-driven leadership, the Senior 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 across the organization, and drives cross-functional collaboration so customer needs and insights lead to meaningful action. This remote position is open to applicants residing in the continental United States. Travel may be required up to 25%. The estimated base salary range is $105,000–$150,000 annually. Non-sales roles may be eligible for a discretionary annual 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.
Five or more years of experience in a leadership role.
Seven or more years of telecommunications industry experience.
Excellent written, verbal, and listening communication skills.
Proven 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 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 proven ability to close business.
Highly collaborative and respectful approach when working with stakeholder teams.
Demonstrates 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, and Google products, with working knowledge of the internet, email, and web browsers.
Ability 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.
Take 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.
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 respond rapidly and effectively to customer needs.
Communicate effectively and contribute as an organized and dependable member of the Customer Retention leadership team.
Lead key client meetings and take ultimate accountability for functional escalations.
Lead with authenticity, passion, and an employee- and customer-focused mindset.