Customer Success Professional - Indirect

Lumen is the trusted network for the AI-powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high-performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities. At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter. This is a high-accountability environment where bold ideas drive real innovation for our customers, partners, and industry.

About the role

The Customer Success Professional – Indirect is a customer- and partner-facing role assigned to our large and mid-market enterprise customer segment and aligned to our largest revenue sub-agents. This role drives overall customer lifetime value with and through our partners. It is accountable for the overall selling-partner experience, creating an environment where it is easy to do business through Lumen, providing data-led insights to guide partner actions, and enabling adoption and utilization of digital tools.

Location

Candidates must reside in Oregon, Washington, or Utah to effectively support market activities, partner engagement, and customer-facing initiatives.

Responsibilities

• Develop and maintain long-term, value-driven relationships with customers and partners to build trust and credibility
• Implement and manage customer and partner success plans aligned with business goals, ensuring value realization
• Collaborate cross-functionally with sales, delivery, and ecosystem partners to align on customer outcomes and solution expectations
• Orchestrate customer onboarding and lifecycle milestones using standardized journey templates for readiness and alignment
• Monitor and analyze customer and partner metrics (usage data, health indicators, financial metrics) to prioritize engagement and drive success
• Execute customer engagement strategies, including cadence calls, site visits, reviews, training, and digital touchpoints
• Drive product adoption and value realization by leveraging tools, accelerators, and feature communication
• Identify and qualify expansion opportunities within the portfolio, partnering with sales to support revenue growth
• Conduct regular business reviews with partners, assessing health, financial performance, and growth strategies
• Manage revenue retention, renewals, risk mitigation, and financial accountability across operations
• Communicate and escalate urgent customer concerns, coordinating mitigation plans and service improvement initiatives
• Facilitate internal knowledge sharing and action planning to continuously enhance customer and partner value

Requirements

• 4+ years of customer success or account management experience
• Bachelor’s degree or equivalent work experience
• Experience working with complex, multi-regional enterprise customers
• Ability to effectively present, consult, and advise at various leadership levels
• Assertive verbal and written communication skills with the ability to build strategic relationships within organizations
• Ability to work closely with customers and effectively negotiate directly with them and internally on their behalf
• Ability to interpret customer data points and insight while implementing customer engagement action plans
• Strong time management skills to manage a high volume of tasks
• Experience collaborating and guiding cross-functional teams (e.g., Sales, Product, Marketing, Service Delivery)

Pay

Location-based pay ranges:

• $55,671 – $74,221 in Utah
• $58,456 – $77,938 in Oregon
• $61,240 – $81,643 in Washington

Lumen offers a comprehensive package featuring a broad range of health, life, and voluntary lifestyle benefits, as well as other perks that enhance physical, mental, emotional, and financial wellbeing. Additional details about our bonus structure (short-term incentives, long-term incentives, and/or sales compensation) will be provided during the selection process.

Benefits

Lumen provides a comprehensive benefits package that includes health, life, and voluntary lifestyle benefits, along with other perks to support overall wellbeing.