Head of Customer Success, Strategic

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare, and other large enterprises.

Role Overview

Reporting to the Senior Vice President of Customer Success, this role will lead a team of Customer Success leaders and Customer Success Managers who provide end-to-end lifecycle support for the Strategic segment at Zayo. As part of a dedicated ecosystem team, they provide ownership and engagement during the onboarding process, adoption & value, expansion, renewal, churn, and retention.

Customer Success Organization

The Customer Success organization provides our customers with a world-class, industry-leading lifecycle experience, designed and aligned to deliver on their needs and exceed expectations. Working in concert with our Sales, Marketing, Solution Architect, and Commercial Operations teams, you’ll play a vital role in delivering on our commitments to customers and achieving business objectives. We dedicate ourselves to supporting new team members, value the broad range of experience levels and tenures in our organization, and celebrate learning, knowledge sharing, and mentoring.

Responsibilities:

1. Leads a team of Customer Success leaders who are responsible for full life cycle management.
2. Develops leaders and CSM skill sets in all functional areas through coaching, mentoring, training, and knowledge sharing.
3. Drives customer value realization across all services.
4. Manages recurring revenue and net revenue retention, identifying all growth opportunities working closely with the sales team.
5. Works with customer decision-makers to deliver on all renewal opportunities.
6. Performs risk assessment across the customer base for all contracts and services, working closely with the churn management team.
7. Builds and manages deep, meaningful, and effective relationships with our clients and business partners.
8. Establishes and delivers on objectives and KPIs that are aligned with CS, GSM, and across Zayo.
9. Effectively communicates, is highly organized, and is a dependable member of the Customer Success leadership team.
10. Partners with the CS leadership team to deliver on all budget and P&L commitments.
11. Anticipates business challenges and drives process improvement initiatives.
12. Manages the strategic initiatives and big rocks to deliver on internal/external commitments.
13. Intelligence gathering, market, and competitive expertise to support the business today and drive future strategy.
14. Initiates and implements process improvement enhancements to present operational efficiency and digital transformation initiatives.

Qualifications:

1. 10+ years of leadership experience.
2. 5+ years of experience working in a customer support/success organization.
3. Experience working in a customer service organization.
4. Excellent communication, problem-solving, project management, and time management skills.
5. Ability to adjust to rapid changes within the business and willingness to be hands-on, with no reservation to roll-up sleeves and perform out of scope duties to get the job done.
6. Exceptional ability to influence others through oral and written presentation. Able to persuade, motivate, and compel support for key ideas and initiatives by delivering clear, well-structured messages.
7. Experience with cloud-based infrastructure-as-a-service platforms.
8. Confident and articulate; produces clear, accurate, and logically structured documentation tailored to the audience.
9. Ability to establish credibility and rapport with key internal and external stakeholders.
10. Bachelor’s degree or equivalent work experience.
11. Travel as needed.
12. Position can be remote.

Base Pay Range: $120,000 - $160,000, commensurate with experience.

Benefits, Rewards & Wellness:

• Excellent Health, Dental & Vision Insurance.
• Retirement 401(k) Savings Plan.
• Fitness membership discounts.
• Generous paid time off policy including paid parental leave.

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial, or local laws.