CUSTOMER SUCCESS PROFESSIONAL

Lumen; Springfield (IL); On-site; USD 61,000 - 82,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Voluntary lifestyle benefits

Job summary

Lumen is seeking a Customer Success Professional to partner with large enterprise customers, maximizing value from Lumen solutions across onboarding, adoption, renewals, and growth initiatives.

As a trusted advisor, you will collaborate with CS leaders and cross‑functional teams to deliver measurable business outcomes and exceptional customer experiences throughout the lifecycle.

Qualifications

• Bachelor’s degree or equivalent education/experience.
• 4+ years in Customer Success, Account Management, Consulting, or related enterprise roles.
• Proven ability to build trusted relationships and influence stakeholders.
• Strong communication, presentation, negotiation, collaboration and problem-solving skills.
• Ability to analyze customer data to identify opportunities and mitigate risks.
• Experience managing multiple priorities in a fast-paced, cross-functional environment.

Responsibilities

• Build trusted relationships with customer stakeholders and act as strategic advisor.
• Partner with CS leaders and account teams to support complex customer needs and deliver exceptional experiences.
• Develop and execute customer success plans, onboarding, adoption programs, and enablement activities.
• Guide customers through onboarding, adoption, technology evolution, migrations, renewals, and growth opportunities.
• Monitor health, engagement, and insights to proactively address risks and maximize outcomes.
• Support executive engagements, business reviews, escalations, and action planning.
• Collaborate with Sales, Solution Architects, Product, and Service Delivery to ensure seamless experiences.
• Leverage AI, analytics, automation, and digital tools to improve productivity and scale CS activities.

Skills

Trusted relationships

Communication

Problem-solving

Data analysis

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

Tools

AI tools

Analytics tools

Automation

Digital engagement tools

Job description

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. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.

The Role

The Customer Success Professional partners with large enterprise customers to maximize the value of their investment in Lumen solutions. As a trusted advisor, you will help customers achieve their business objectives by driving adoption, accelerating value realization, supporting renewals, identifying growth opportunities, and delivering exceptional experiences throughout the customer lifecycle. Working closely with Customer Success leaders and account‑aligned teams, you will support complex customer initiatives and key customer success activities, including onboarding, adoption, technology evolution, migrations, renewals, and risk mitigation. You will leverage customer insights, analytics, automation, and approved AI tools to strengthen customer relationships, improve outcomes, and scale Customer Success impact.

The Main Responsibilities

• Build trusted relationships with customer stakeholders and serve as a strategic advisor focused on delivering business value and customer success.
• Partner with Customer Success leaders and account teams to support complex customer needs, execute strategic initiatives, and deliver exceptional customer experiences.
• Develop and execute customer success plans, onboarding strategies, adoption programs, and enablement activities aligned to customer goals.
• Guide customers through key milestones, including onboarding, adoption, technology evolution, migrations, renewals, and growth opportunities.
• Monitor customer health, engagement, and business insights to proactively address risks and maximize customer outcomes.
• Support executive and operational customer engagements, including business reviews, value discussions, escalations, and action planning.
• Collaborate with Sales, Solution Architects, Product, Service Delivery, and other cross‑functional teams to drive seamless customer experiences and successful outcomes.
• Leverage approved AI, analytics, automation, and digital engagement tools to improve productivity, strengthen decision‑making, and scale customer success activities.

What We Look For in a Candidate

Minimum

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Four or more years of experience in Customer Success, Account Management, Consulting, Customer Experience, or a related field supporting enterprise customers
• Proven ability to build trusted customer relationships, influence stakeholders, and deliver measurable business results.
• Strong communication, presentation, negotiation, collaboration, and problem‑solving skills.
• Ability to analyze customer data and business insights to identify opportunities, mitigate risks, and drive customer outcomes.
• Demonstrated success managing multiple priorities and complex customer needs in a fast‑paced, cross‑functional environment.
• Ability to drive alignment, manage dependencies, and deliver results in a shared‑accountability model.
• Sound judgment, adaptability, and a commitment to continuous learning.

Preferred

• Experience supporting onboarding, adoption, value realization, renewals, retention, technology evolution, or migration initiatives.
• Experience using AI, copilots, analytics, automation, or digital engagement tools to improve customer outcomes and operational effectiveness
• Knowledge of responsible AI practices, data privacy, security, governance, and customer information management.

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

$55,671 - $74,221 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

$58,456 - $77,938 in these states: CO HI MI MN NC NH NV OR RI

$61,240 - $81,643 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.

Learn more about Lumen's:

Benefits (https://jobs.lumen.com/global/en/benefits-statement)

Bonus Structure

#LI-Remote

Requisition #: 343006

Life at Lumen

Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.

Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.

To learn more about Life at Lumen and how we live the Lumen 8, please visit:

https://jobs.lumen.com/global/en/life-at-lumen

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 (https://jobs.lumen.com/i/global/en/faqs) . 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.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit:

https://jobs.lumen.com/global/en/privacy-notice

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.