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 Customer Success Advisor is a trusted advisor and strategic partner, responsible for guiding customers to achieve their desired outcomes and maximize value from Lumen’s solutions. This role proactively manages the customer journey, orchestrating onboarding, adoption, and expansion, and serves as the single point of accountability for customer success and renewals. Success Advisors leverage AI and analytics to anticipate needs, deliver guidance, and manage customer health and performance. They act early to address risks, develop action plans for at-risk accounts, and champion customer needs internally to drive product and service enhancements. The role requires deep product knowledge, business acumen, and the ability to connect Lumen capabilities to customer goals. Success Advisors collaborate across the Lumen ecosystem, aligning sales, product, partner, and services teams to deliver seamless, outcome-driven experiences. They quantify and communicate the impact of Lumen solutions on customer goals, including ROI, and turn outcomes into compelling, actionable value.

The Main Responsibilities

• Orchestrate & Deliver Onboarding Experience: Lead end-to-end onboarding for digital-only clients, ensuring rapid adoption and activation of solutions. Support customers through activation, leveraging AI agents for repeatable, low-impact tasks. Drive operational excellence and digital/cloud transformation.
• Joint Account Planning with Specialized Overlays: Collaborate with sales overlays and product teams to guide strategic account planning. Align onboarding and logo support with specialized overlays.
• Drive Expansion via Success Roadmap & Business Reviews: Lead business reviews, identify growth opportunities, and execute retention strategies. Manage disciplined pipeline, renewals, and migrations to achieve financial objectives.
• Innovation to Achieve Scale: Drive process improvements and leverage AI for scalable customer engagement. Prove engagement model and provide runway for agentification.
• Activate Solution Adoption & Provide Product Feedback: Educate customers on best practices and product features to maximize solution adoption. Relay rapid product feedback for enhancement.

What We Look For in a Candidate

Required:

• Bachelor’s degree in business, technology, consulting, or related field.
• 5–7 years of experience in customer success, account management, consulting, sales, or solution engineering, preferably in SaaS, technology, or telecommunications.
• Proven ability to build and maintain strong, trusted relationships with customers and stakeholders at all levels, including executive leadership.
• Demonstrated success in driving product adoption, value realization, and customer retention.
• Strong technical aptitude and product knowledge; ability to translate business needs into solutions and provide guidance on feature adoption.
• Experience managing complex projects, major incidents, and escalations.
• Excellent communication, presentation, and interpersonal skills.
• Analytical skills to assess customer health, identify risks/opportunities, and optimize processes using data and AI-driven insights.
• Accountability, personal organization, and ability to manage multiple priorities in a fast-paced environment.

Preferred:

• 5+ years of relevant industry expertise in Customer Success, SaaS platform use, project leadership, technology consulting, or solutions architecture.
• Deep curiosity and consultative skills; proven results as a trusted advisor driving business value for customers.
• Knowledge of enterprise architecture principles and digital transformation best practices.
• Experience in change management, process optimization, and cross-functional collaboration.
• Ability to lead through influence and drive strategic initiatives across matrixed organizations.
• Experience in training, coaching, and developing team members.
• Familiarity with AI tools for predictive health scoring, sentiment analysis, and customer engagement at scale.

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

$71,693 - $119,492 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
$75,282 - $125,469 in these states: CO HI MI MN NC NH NV OR RI
$78,869 - $131,445 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

Bonus Structure

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Requisition #: 341252

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.

From metro connectivity to long-haul data transport to our edge cloud, security, managed service, and digital platform capabilities, we meet our customers’ networking needs today and as they build for tomorrow. Our experience-first approach to networking, edge cloud and cybersecurity connects people, data and apps―quickly, securely and effortlessly. We ignite business growth and accelerate innovation for 8 of the 10 most valuable brands in the world.