Customer Success Manager / Telecom Account Manager
New
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Lyra Communications GroupTelecommunications
United States. Tampa, Florida, United States. Texas, United States. Tennessee, United States. Ohio, United StatesFull-TimeMiddle
SalaryBase Salary: (DOE)
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Job Details
- Experience
- 3–5+ years
- Required Skills
- Business AnalysisSalesforceCustomer SuccessHubSpotAccount ManagementCRM
Requirements
- 3–5+ years of experience in a customer-facing role within telecom, MSP, or related technology services
- Demonstrated track record of managing accounts, performing outreach, and meeting or exceeding revenue targets
- Proficiency in CRM platforms (Salesforce, HubSpot, or equivalent) and standard reporting tools
- Working knowledge of telecom products and managed services (voice, data, UCaaS, connectivity)
- Strong written and verbal communication skills with the ability to present confidently to business stakeholders
- High organizational discipline with experience maintaining detailed records and producing clear reports
- Familiarity with Voice, CLEC, ILEC, or cable carrier ecosystems and billing structures (preferred)
- Exposure to churn analytics, MRR reporting, or financial KPIs in a recurring revenue model (preferred)
- Bachelor's degree in Business, Communications, or a related field (or equivalent experience) (preferred)
Responsibilities
- Own and grow a portfolio of assigned accounts, serving as the primary point of contact for day-to-day communications and escalations
- Conduct regular business reviews (QBRs) and proactive check-ins to assess satisfaction, surface needs, and strengthen relationships
- Identify at-risk accounts early and develop tailored retention strategies to reduce churn
- Execute outbound prospecting campaigns to generate net-new pipeline within existing accounts
- Identify and close upsell and cross-sell opportunities aligned to product portfolio
- Maintain accurate CRM records including activity logs, opportunity stages, and forecasted revenue
- Track, document, and report on key account metrics including MRR, churn risk, service tickets, and satisfaction scores
- Coordinate internally with operations, billing, and provisioning teams to ensure seamless service delivery
- Leverage working knowledge of telecom technologies (voice, data, fiber, cloud, UCaaS, SD-WAN) to advise clients
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