Senior Manager Customer Success Advisors
Date: Feb 5, 2026
Location: Remote, US
Company: Lumen Technologies
About Lumen
Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We’re invested in providing the flexibility you need to thrive and deliver lasting impact. Apply now to continue digitally connecting the world and shaping the future.
The Role
The Senior Manager, Customer Success Advisors is a strategic leader responsible for guiding customer-facing teams to achieve outstanding customer outcomes and maximize value from Lumen’s solutions. This role drives continuous improvement through AI-powered process innovation and automation, ensuring operational efficiency and scalable customer engagement. The Senior Manager leads efforts in onboarding excellence, talent development, and proactive customer partnership, shifting the organization from reactive support to strategic, predictive engagement. The position is pivotal in building a high-performing, adaptable team and fostering a culture of learning, innovation, and measurable business impact.
The Main Responsibilities
- Innovation & Process Improvement: Drive process innovation, leverage AI and automation for scalable customer engagement, and introduce new tools and technologies to improve efficiency and customer satisfaction.
- Talent Development & Team Performance: Set clear expectations, coach and develop team members, build a learning culture focused on AI fluency and business acumen, and reward high-impact results. Identify skill gaps and drive targeted development.
- Onboarding Excellence: Lead teams to guide customers through onboarding, ensuring rapid adoption, activation, and value realization. Support digital/cloud transformation and drive excellence in activation processes.
- Expansion, Renewals & Pipeline Management: Own and drive disciplined pipeline management, renewals, migrations, and growth initiatives. Partner with sales and AI to identify and secure expansion opportunities and execute rigorous retention strategies.
- Strategic Account Planning & Business Reviews: Oversee joint account planning with clients, sales overlays, and product teams. Lead business reviews to identify growth opportunities, retention strategies, and ensure alignment with customer goals.
- Success Measurement: Deliver meaningful business and customer outcomes, including revenue uplift, digital growth, utilization, NPS uplift, accelerated time-to-value, customer satisfaction, expansion & retention, portfolio performance, and innovation impact.
What We Look For in a Candidate
Qualifications
- Bachelor’s degree or equivalent practical experience.
- Minimum 7 years of experience in customer-facing roles within a SaaS or technology company, with at least 2–3 years in people management.
- Proven track record of successfully managing and developing high-performing teams.
- Strong analytical skills to diagnose bottlenecks, build dashboards, and make data-backed recommendations.
- Executive presence with the ability to communicate complex concepts persuasively to senior stakeholders.
- Experience with data-driven decision-making and AI-powered solutions.
- Demonstrated ability to handle multiple projects and deadlines in a fast-paced, ever-changing work environment.
- Experience in strategic planning, pipeline management, and revenue growth initiatives.
- Excellent problem-solving and creative thinking skills.
- Strong understanding of customer success best practices and methodologies.
Preferred:
- Bachelor’s degree in business, technology, or related field
- Experience in network, cloud, or telecom environments; familiarity with AI, automation, and digital transformation initiatives
- Experience collaborating with cross-functional teams; background in program management and executive relationship building
- Experience with change management and organizational transformation.
Compensation
| 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. Location Based Pay Ranges $109,649 - $146,192 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY $115,133 - $153,507 in these states: CO HI MI MN NC NH NV OR RI $120,617 - $160,812 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. |
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Requisition #: 341251
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
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, gender expression, 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.
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
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