Customer Success Retention Strategist

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 Retention Strategist is a critical member of the Large Enterprise GTM Customer Success organization. This role is responsible for driving customer retention, managing complex renewal processes, and identifying opportunities for account growth through strategic upsell and cross-sell initiatives. The position requires a high level of business acumen, discretion, and independent judgment to influence pricing strategies, negotiate terms, and develop retention frameworks that align with organizational goals. The Retention Strategist serves as a trusted advisor to customers, ensuring long-term value and satisfaction while collaborating across multiple internal teams including Sales, Finance, Legal, and Customer Success.

Work Location

This is a remote opportunity open to candidates located anywhere in the following states:

AR, IA, IL, IN, KS, KY, LA, MI, MN, MO, MS, NE, OH, TN, WI

and

AL, CT, DE, FL, GA, MA, MD, ME, NC, NH, NJ, NY, PA, RI, SC, VA, VT, WV

The Main Responsibilities

• Own and execute end-to-end renewal strategy, including forecasting, outreach, negotiation, and confirmation of contracts.
• Develop and continuously improve retention playbooks and processes to maximize account value and minimize churn.
• Exercise discretion in structuring complex deals, pricing adjustments, and migration strategies for high-value accounts.
• Collaborate with cross-functional teams (Finance, Legal, Sales, Customer Success) to align renewal terms with company objectives.
• Analyze competitor trends, market signals, and customer data to inform retention and expansion strategies.
• Proactively identify and generate expansion opportunities within existing accounts, including upsell, cross-sell, and add-on services.
• Handle escalations related to contract questions, negotiations, and requests, resolving issues with independent judgment.
• Maintain and report a rolling 90-day renewal forecast by segment and territory, providing strategic insights to leadership.
• Lead initiatives to improve operational efficiency by identifying process gaps and implementing solutions.
• Serve as a subject matter expert on retention strategies, providing guidance and training to internal teams as needed.

What We Look For in a Candidate

• Bachelor’s degree or equivalent experience in business, communications, or related field.
• 6+ years of experience in client-facing roles, ideally within SaaS or enterprise technology environments.
• Proven success in managing complex renewals and retention strategies with measurable results.
• Demonstrated ability to exercise discretion and independent judgment in negotiations and strategic decisions.
• Strong analytical skills with the ability to interpret data and develop actionable insights.
• Exceptional communication, presentation, and collaboration skills across multiple stakeholders.
• Experience influencing pricing strategies, migration planning, and account growth initiatives.
• Proficiency in CRM tools and forecasting methodologies for managing renewal pipelines.

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

$86,825-$115,763 in these states: AL AR FL GA IA IN KS KY LA ME MO MS NE OH PA SC TN VT WI WV
$91,972-$121,559 in these states: MI MN NC NH RI
$95,508-$127,344 in these states: CT DC DE IL MA MD NJ NY VA

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:

#LI-Remote

#LI-AF1

#GLE

Requisition #: 340848

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
12/11/2025

Salary Range

Salary Min : $

Salary Max : $

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.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information We’re able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by visiting