Sr. Director, Customer Success

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Position Description:

Reporting to the Senior Vice President of Customer Success, this role will lead a team of Customer Success leaders

and Customer Success Managers who serve as the customer advocate and provide end-to-end lifecycle

support. As part of a dedicated ecosystem team, they provide ownership and engagement during the

onboarding process, adoption & value, expansion, renewal, churn and retention.

Customer Success Organization:

The Customer Success organization provides our customers with a world class, industry leading lifecycle

experience, designed and aligned to deliver on their needs and exceed expectations. Working in concert with our

Sales, Marketing, Solution Architect and Commercial Operations teams you’ll play a vital role in delivering on our

commitments to customers and achieving business objectives. We dedicate ourselves to supporting new team

members, we value the broad range of experience levels and tenures in our organization and we celebrate

learning, knowledge sharing, and mentoring.

Responsibilities:

● Leads a team of Customer Success leaders who are responsible for full life cycle management, providing a

superior customer experience and delivering the outcomes our customers expect

● Develops leaders and CSM skill sets in all functional areas through coaching, mentoring, training and

knowledge sharing

● Drives customer value realization across all services

● Manages recurring revenue and net revenue retention, identifying all growth opportunities working

closely with the sales team

● Works with customer decision makers to deliver on all renewal opportunities

● Performs risk assessment across customer base for all contracts and services, working closely with the

churn management team

● Build and manages deep, meaningful, and effective relationships with our customers and business

partners

● Partners closely with internal stakeholders across Zayo to deliver on client outcomes

● Establishes and delivers on objectives and KPIs that are aligned with CS, GSM and across Zayo

● Effectively communicates, highly organized, and a dependable member of the Customer Success

leadership team

● Partners with the CS leadership team to deliver on all budget and P&L commitments

● Anticipates business challenges and drives process improvement initiatives.

● Managing the strategic initiatives and looking for ways to enhance and evolve the work our success teams

are doing.

● Intelligence gathering, market and competitive expertise to support the business today and drive future

strategy.

● Initiates and Implements process improvement enhancements to present operational efficiency and

digital transformation initiatives.

Qualifications

● 10+ years of leadership experience

● 5+ years of experience working in a customer success organization

● Experience working in a customer service organization

● Excellent communication, problem solving, program and project management, and time management

skills.

● Strong communication and interpersonal skills with all levels of management and staff with experience

working with and delivering results in cross-functional teams.

● Ability to adjust to rapid changes within the business and willingness to be hands-on, with no reservation

to roll-up sleeves and perform out of scope duties to get the job done.

● Exceptional ability to influence others through oral and written presentation. Able to persuade, motivate

and compel support for key ideas and initiatives by delivering clear, well-structured messages.

● Experience with cloud-based infrastructure-as-a-service platforms.

● Confident and articulate; produces clear, accurate, and logically structured documentation tailored to the

audience.

● Ability to establish credibility and rapport with key internal and external stakeholders.

● Bachelor’s degree or equivalent work experience.

Benefits

● Competitive Compensation

● Annual incentive cash bonuses which are based on the performance of the company, an employee's

business segment, and the individual employee.

● Generous paid time off including paid parental leave

● Excellent benefits including health, dental, vision, 401(k), disability and life insurance

Additional Notes

● Travel as needed

● Nothing in this job description restricts management’s right to assign or reassign duties and

responsibilities to this job at any time

Base pay range: $120,300 - $164,800 commensurate with experience.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.