[Hiring] Director of Customer Success @Lyra Communications Group

Role Description

The Customer Success Manager (CSM) / Account Manager at Lyra Communications Group serves as the strategic bridge between our clients and our service delivery teams. This role is integral to Lyra's growth trajectory — combining the consultative selling instincts of a seasoned sales professional, the operational discipline of a business analyst, and the technical fluency of a telecom subject matter expert. The ideal candidate will deepen client relationships, drive revenue retention and expansion, and serve as a trusted advisor across Lyra's full suite of communications and managed services solutions.

Key Responsibilities

• Client Relationship Management
  • Own and grow a portfolio of assigned accounts, serving as the primary point of contact for day-to-day communications and escalations.
  • Conduct regular business reviews (QBRs) and proactive check-ins to assess satisfaction, surface needs, and strengthen relationships.
  • Identify at-risk accounts early and develop tailored retention strategies to reduce churn.
• Sales & Revenue Growth
  • Execute outbound prospecting campaigns via phone, email, and LinkedIn to generate net-new pipeline within existing accounts and target segments.
  • Identify and close upsell and cross-sell opportunities aligned to Lyra's product and service portfolio.
  • Collaborate with the sales team on proposals, pricing, and contract renewals.
  • Maintain accurate CRM records including activity logs, opportunity stages, and forecasted revenue.
• Operations & Reporting
  • Track, document, and report on key account metrics including MRR, churn risk, service tickets, and satisfaction scores.
  • Maintain organized and auditable records of client interactions, contract terms, and service configurations.
  • Coordinate internally with operations, billing, and provisioning teams to ensure seamless service delivery.
  • Contribute to monthly and quarterly performance reporting presented to leadership and PE stakeholders.
• Telecom & Technical Advisory
  • Leverage a working knowledge of telecom technologies (voice, data, fiber, cloud, UCaaS, SD-WAN) to advise clients on solutions that fit their business needs.
  • Stay current on industry developments, carrier changes, and competitive landscape within the MSP and telecom markets.
  • Translate complex technical concepts into clear, business-relevant language for client stakeholders.
  • Collaborate with technical teams to ensure client solutions are properly scoped, delivered, and supported.

Qualifications

• 3–5+ years of experience in a customer-facing role within telecom, MSP, or related technology services.
• Demonstrated track record of managing accounts, performing outreach, and meeting or exceeding revenue targets.
• Proficiency in CRM platforms (Salesforce, HubSpot, or equivalent) and standard reporting tools.
• Working knowledge of telecom products and managed services (voice, data, UCaaS, connectivity).
• Strong written and verbal communication skills with the ability to present confidently to business stakeholders.
• High organizational discipline with experience maintaining detailed records and producing clear reports.

Preferred Qualifications

• Familiarity with Voice, CLEC, ILEC, or cable carrier ecosystems and billing structures.
• Exposure to churn analytics, MRR reporting, or financial KPIs in a recurring revenue model.
• Bachelor's degree in Business, Communications, or a related field (or equivalent experience).

Benefits

• Base Salary: (DOE)
• Unlimited PTO
• $120/month internet reimbursement
• Medical benefits
• 401(k) match up to 4%