[Hiring] Senior Manager, Customer Retention @Zayo Group

Role Description

Zayo is seeking a Senior Manager over Customer Retention, who will lead and develop a high-performing team of Customer Account Managers accountable for delivering exceptional customer outcomes and strong business results. This role will establish a culture of ownership and accountability, with a disciplined focus on revenue growth, revenue preservation, financial performance, and the overall health of our customer relationships.

• Set clear, measurable objectives; coach and develop talent; attract and retain high-performing team members.
• Establish consistent operating disciplines that enable the team to perform at its best.
• Identify opportunities to expand customer relationships, proactively address revenue risk, and continuously improve both customer and business outcomes.
• Balance customer advocacy with commercial accountability—building trusted relationships across the organization.
• Drive effective cross-functional collaboration and ensure the team translates customer needs and insights into meaningful action.
• Play a critical role in advancing Zayo's ambition for world-class customer excellence.

Location: This remote work position will consider applicants that reside in the continental United States.

Responsibilities

• Manages recurring revenue and net revenue retention, oversees renewal negotiations and partners with sales to identify opportunities.
• Nurture talent to maximize team performance and CAM skill sets in all functional areas through coaching, mentoring, training, and knowledge sharing while minimizing employee regrettable churn.
• Establishes and delivers on objectives and supporting KPIs that are aligned with Customer Retention, revenue retention, Sales and across Zayo.
• Has accountability for the performance and results of a team within own discipline or function.
• Adapts departmental plans and priorities to address resource and operational challenges.
• Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from senior management.
• Leads with authenticity, passion, and an employee and customer focused mindset.
• Present performance insights, strategy updates, and quarterly results clearly to stakeholders and customers.
• Builds and manages deep, meaningful, and effective relationships with customer segment and business partner teams (individual contributors to executive leadership) to ensure rapid effective responses to customer needs.
• Effectively communicates, highly organized, and a dependable member of Customer Retention leadership team.
• Lead key client meetings and take ultimate accountability for functional escalations.

Qualifications

• Bachelor’s / Master's degree in related field, or equivalent combination of training, education and experience.
• Five or more years of experience working in a leadership role.
• Seven or more years of telecommunications industry experience.
• Demonstrates excellent communications skills: written, verbal, and listening.
• Proven ability to recruit and attract new talent.
• Ability to influence peers and superiors to accept a point of view, adopt a specific agenda, or take a course of action to achieve Company goals.
• Ability to foster a cooperative work environment.
• Ability to adjust and adopt to changing priorities, goals, procedures and essential duties.
• Strong presentation, organizational, administrative, and time management skills.
• Strong analytical/quantitative skills and possess excellent follow-up skills.
• Excellent negotiation skills with proven ability to close business.
• Highly collaborative and respectful approach when working with our stakeholder teams.
• Demonstrates extreme ownership.
• Ability to understand process, identify improvements, and implement change.
• Ability to create and project manage a continuous experience improvement program (scope, milestone management, engagement, execution, and change management).
• Proficient in Microsoft Word, Excel, PowerPoint and Google products with full working knowledge of the internet, email and web browsers.
• Travel up to 25%.

Benefits

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