**About Lumen**
Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress.
We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.
**The Role**
The Vice President of Customer Success leads customer success initiatives for our Cloud and Tech industry customers, responsible for protecting, nurturing, and growing these enterprise customer relationships, ensuring our clients' success and long-term partnership with Lumen. The successful candidate will lead customer success strategies to reduce customer decline and grow revenue. The individual will build, lead, and develop a top talent team and ensure strong partnership with the sales organization to help our Cloud and Tech customers achieve their extraordinary potential.
**The Main Responsibilities**
· Lead the Customer Success organization across the life-cycle of our national Cloud and Tech customer base.
· Develop and execute customer success strategies and initiatives tailored to the needs of Cloud and Tech industry clients.
· Function as a strategic advisor to key clients, fostering effective relationships at executive levels.
· Build, motivate, develop, inspire, and retain teams that collaborate cross-functionally with sales, product, and support teams to enhance the overall customer experience and drive revenue growth, ensuring exceptional service and proactive support, to drive customer, product, and revenue retention, product adoption, and revenue expansion.
· Lead teams that define and optimize the customer lifecycle, develop trusted advisor relationships, and serve as customer advocates.
· Establish KPIs and metrics to track customer success, retention rates, and customer satisfaction scores.
· Analyze customer feedback and market trends to drive product improvements and enhancements.
· Oversee the development and implementation of onboarding and training programs for customers.
· Manage escalations and resolve complex customer issues in a timely and effective manner.
· Provide customer-first leadership, driving company culture and values, with a passion for helping customers succeed.
**What We Look For in a Candidate**
· Bachelor's degree in Business Administration, Computer Science, or relevant field. MBA preferred.
· 10+ years specialized business experience with 5+ years in leadership. Cloud and Tech industry experience preferred.
· Demonstrated success in driving customer retention and satisfaction in a B2B environment, resulting in revenue growth.
· Exceptional leadership and talent-building skills
· Excellent communication and interpersonal abilities, with the ability to effectively engage C-level executives.
· Working knowledge of Cloud technologies, SaaS models, and Tech industry trends.
· Analytical mindset with the ability to leverage data to drive strategic decision-making.
**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.
Location Based Pay Ranges
$206,719 - $344,531 in all states.
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. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
Learn more about Lumen's:
Benefits (
Bonus Structure
\#LI-SJ1
Requisition #: 339117
**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. For more information on these checks, please refer to the Post Offer section of our FAQ page ( . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
**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"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
**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.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
**Application Deadline**
07/22/2025