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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
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
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
What We Look For in a Candidate
Bachelor's degree or equivalent combination of applicable
education and experience required; MBA or related graduate degree
Demonstrated Customer Success/Experience management experience
and leadership experience. 3 to 5 years financial background is
Exceptional strategic planning skills are required
A record of accomplishment for consistently exceeding revenue
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
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.
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
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 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
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
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