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Senior Director, Customer Success Activation - Flexible Location

Company: Lumen Technologies
Location: Broomfield
Posted on: June 9, 2021

Job Description:

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen's network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Responsible for providing leadership towards the achievement of maximum profitability and growth in line with company vision and values, specifically within the Indirect Customer Success channel. Enablement of the Indirect Customer and Partner success teams for overall indirect teams. Responsible or building and implementing a CS Recognition Program. Responsibilities include, but not limited to, pricing strategies, application assessment, and customer success team management within a matrixed environment.

Reviews business plans, customer success strategies, and action plans for identified accounts to make sure objectives, goals, win strategies, schedules, and action assignments are clearly defined.

Maintains rapport with key account leadership, and establishes new relationships across the entire account base. Drives the strategic direction and growth of the company by providing support to the regional customer success team with the ultimate goal of accomplishing revenue objectives. Collaborates on overall tactical and strategic plans to partner with sales to secure new revenue and maintain and grow current revenue base.

Oversees the creation of campaigns designed to retain and grow accounts and target markets. Contributes to formulation of on-going programs to facilitate revenue initiatives. Stays abreast of industry trends, and assesses market and competition.

The Main Responsibilities

The Main Responsibilities

Direct responsibility for establishing the Indirect customer success motion and attainment of the corresponding Regional Customer Success goals aligned to Sr. Director of CS and Partner Support teams

Leadership and development of CS Activation Directors responsible for the overall performance and employee adoption of Customer Success practices.

Lead and develop team of retention only accounts in Indirect Channel to define and develop both high touch and low touch models, to ensure productivity in growth accounts and new logo.

Influences the development and adoption of customer success account plans and identifies strategic opportunities which lead to the penetration of new customer logos and cross sell opportunities in the existing base

Responsible for developing and leading programs focused on continued alignment with Mid-market sales organization, driving improved revenue retention and sales growth.

Development, Activation and reinforcement of playbooks, CS led programs and overall alignment to Indirect Sales teams for increased velocity and scale needed to drive improved and increase coverage and enablement with this segment.

Partnering with CS Marketing and Analytics to define and develop retain and grow strategies to improve the customer response rates

What We Look For in a Candidate

Bachelor's degree or equivalent combination of applicable education and experience required; MBA or related graduate degree preferred.

Demonstrated Customer Success/Experience management experience and leadership experience. 3 to 5 years financial background is helpful.

Exceptional strategic planning skills are required

A record of accomplishment for consistently exceeding revenue goals.

Proven ability to hire, manage and motivate successful, solution oriented sales teams in a matrixed environment.

Experience at being a strategic member of sales management team who contributes significantly to growth and development of the business.

High energy level and demonstrated drive to succeed.

What to Expect Next

Requisition #: 248372

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

EEO Statement

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, 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.

NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

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 here. 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 clicking here.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

Keywords: Lumen Technologies, Broomfield , Senior Director, Customer Success Activation - Flexible Location, Other , Broomfield, Colorado

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