[Hiring] Customer Success Consultant @Lumen Technologies

Role Description

The Customer Success Consultant is a partner and customer-facing role aligned to our GPS customer segment, driving customer value and success through optimal utilization of Lumen solutions. This is accomplished by ensuring partners and customers realize and experience value from Lumen, monitoring indicators of partner customer health, addressing partner and customer concerns, and helping them better use our technology/products to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engaging sales accordingly.

Main Responsibilities

• Construct and implement partner and customer success plans, driving partner and customer value realization.
• Manage partner and customer metrics, including usage and consumption data, health indicators, and renewal dates in alignment with objectives.
• Evaluate product and portal adoption maturity level and address roadblocks.
• Build value-based relationships with partners and customers to optimize CS plays while leveraging self-service.
• Share thought leadership with partners and customers based on needs resulting in strengthened partner and customer trust.
• Identify and qualify opportunities for expansion, partnering closely with sales.
• Implement revenue management practices driving accountability and goal alignment; revenue retention and growth strategies including value realization, increased consumption, revenue attainment, risk management leading to partner and customer growth.
• Manage risks to partner and customers’ success, identify root causes, define and activate solutions, and deploy cross-functional support to resolve.
• Define and execute revenue growth methodology aligned with partner and customer priorities to positively impact profit margins.

Qualifications

• 5+ years customer success or account management experience.
• Education Level: Bachelor's Degree or equivalent work experience.
• Experience working with large and medium enterprise customers.
• Excellent communication and interpersonal skills with ability to build strategic relationships within customer accounts.
• Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf.
• Strong analytical skills with the ability to translate data into customer insights and leverage with customer engagement strategies.
• Experience in collaborating and guiding cross-functional teams (e.g. Sales, Product, Marketing, Service Delivery).
• Brings technology and data networking knowledge with technical aptitude to stay current in evolving technology sector.
• Effective and confident decision making based on business and financial principles.
• Working knowledge of MS Office suite.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

• $75,282 - $100,375 in these states: MN, OR
• $78,869 - $105,151 in these states: WA

Benefits

• Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

Life at Lumen

Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.

Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.

To learn more about Life at Lumen and how we live the Lumen 8, please visit: Life at Lumen

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit: Privacy Notice

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.