Senior Manager, Customer Retention

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-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.

As a Senior Manager over Customer Retention, you will lead and develop a high-performing team of Customer Account Managers accountable for delivering exceptional customer outcomes and strong business results. You will establish a culture of ownership and accountability, with a disciplined focus on revenue growth, revenue preservation, financial performance, and the overall health of our customer relationships.

You will set clear, measurable objectives; coach and develop talent; attract and retain high-performing team members; and establish consistent operating disciplines that enable the team to perform at its best. Through data-driven leadership, you will identify opportunities to expand customer relationships, proactively address revenue risk, and continuously improve both customer and business outcomes.

Success in this role requires a leader who can balance customer advocacy with commercial accountability—building trusted relationships across the organization, driving effective cross-functional collaboration, and ensuring the team translates customer needs and insights into meaningful action.

Zayo is relentless in its pursuit of world-class customer excellence. This leader will play a critical role in advancing that ambition by building a team that delivers measurable value for our customers while driving sustainable growth and financial performance for Zayo.

Responsibilities

- Manages recurring revenue and net revenue retention, oversees renewal negotiations and partners with sales to identify opportunities.

- Nurture talent to maximize team performance and CAM skill sets in all functional areas through coaching, mentoring, training, and knowledge sharing while minimizing employee regrettable churn.

- Establishes and delivers on objectives and supporting KPIs that are aligned with Customer Retention, revenue retention, Sales and across Zayo

- Has accountability for the performance and results of a team within own discipline or function

- Adapts departmental plans and priorities to address resource and operational challenges

- Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from senior management

- Leads with authenticity, passion, and an employee and customer focused mindset

- Present performance insights, strategy updates, and quarterly results clearly to stakeholders and customers.

- Builds and manages deep, meaningful, and effective relationships with customer segment and business partner teams (individual contributors to executive leadership) to ensure rapid effective responses to customer needs.

- Effectively communicates, highly organized, and a dependable member of Customer Retention leadership team

- Lead key client meetings and take ultimate accountability for functional escalations.

Qualifications

- Bachelor’s / Master's degree in related field, or equivalent combination of training, education and experience

- Five or more years of experience working in a leadership role

- Seven or more years of telecommunications industry experience

- Demonstrates excellent communications skills: written, verbal, and listening.

- Proven ability to recruit and attract new talent

- Ability to influence peers and superiors to accept a point of view, adopt a specific agenda, or take a course of action to achieve Company goals

- Ability to foster a cooperative work environment

- Ability to adjust and adopt to changing priorities, goals, procedures and essential duties

- Strong presentation, organizational, administrative, and time management skills

- Strong analytical/quantitative skills and possess excellent follow-up skills

- Excellent negotiation skills with proven ability to close business

- Highly collaborative and respectful approach when working with our stakeholder teams

- Demonstrates extreme ownership

- Ability to understand process, identify improvements, and implement change

- Ability to create and project manage a continuous experience improvement program (scope, milestone management, engagement, execution, and change management)

- Proficient in Microsoft Word, Excel, PowerPoint and Google products with full working knowledge of the internet, email and web browsers

- Travel up to 25%

Estimated base salary range: $105,000 - $150,000 USD/annually.

#LI-Remote

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

- Excellent Health, Dental & Vision Insurance
- Retirement 401(k) Savings Plan
- Generous paid time off policy including paid parental leave

Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.

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.

As part of the application, hiring, onboarding, and/or employment process, Zayo or its affiliates, partners, and vendors may collect, store, and use biometric identifiers and biometric information (collectively, “Biometric Data”), such as fingerprints, facial geometry scans or other unique biological characteristics. Zayo uses CLEAR1, a third-party identity verification service, to verify applicant identity during the hiring process. CLEAR1 may collect Biometric Data, including facial geometry scans and/or other biometric identifiers, to authenticate your identity. Biometric Data will be retained pursuant to CLEAR1’s policies, which can be found here: https://www.clearme.com/clear1-credential-policy-crp. Zayo will not sell, lease, trade, or otherwise profit from any applicant's or employee's Biometric Data. By proceeding with your application, you acknowledge this disclosure. Prior to any collection of Biometric Data — including through CLEAR — you may be presented with a separate consent form and asked to provide your written authorization in accordance with applicable federal, state, and local laws, including the Illinois Biometric Information Privacy Act (BIPA), the Texas Capture or Use of Biometric Identifier Act (CUBI), and other applicable biometric privacy statutes.