Customer Success Lead

Job Description

At Lyra Communications Group, we simplify telecom so our partners can focus on what matters most — delivering exceptional IT solutions to their clients.

As a global telecom aggregator, we provide connectivity, internet, VoIP, and infrastructure solutions tailored to businesses and Managed Service Providers (MSPs). Our partner-centric model streamlines vendor relationships, centralizes support, and ensures seamless delivery in fully managed or co-managed environments.

We operate on four core values: Transparency, Collaboration, Responsiveness, and Versatility.

We are looking for a Customer Success Lead to own and elevate the client experience lifecycle, from onboarding to expansion and retention.

This role is both strategic and hands-on. You will lead customer onboarding initiatives, strengthen engagement, drive retention efforts, and serve as a trusted advisor to our client portfolio. You will also help build structure within the Customer Success function, ensuring scalable processes that support long-term growth.

The ideal candidate combines relationship management expertise with operational discipline and a proactive mindset.

Requirements

Customer Onboarding & Adoption

• Lead onboarding for new clients to ensure a smooth transition and early value realization
• Partner with Sales and Operations to align expectations and implementation timelines
• Deliver client training sessions and onboarding documentation

Relationship Management

• Serve as the primary point of contact for assigned accounts
• Build strong, long-term partnerships with MSPs and business clients
• Conduct regular check-ins and strategic business reviews

Proactive Client Engagement

• Monitor customer health metrics and engagement trends
• Identify risks early and implement retention strategies
• Drive proactive outreach to increase adoption and satisfaction

Retention & Growth

• Support churn reduction initiatives

• Identify expansion opportunities in collaboration with Sales
• Advocate for customer needs internally to improve overall experience

Cross-Functional Collaboration

• Partner with Billing, Operations, and Support teams to resolve escalations efficiently
• Gather and communicate product feedback to leadership
• Help refine interdepartmental workflows that impact customer experience

Reporting & Process Development

• Maintain accurate CRM documentation
• Track KPIs related to retention, adoption, and customer health
• Develop scalable processes and playbooks to strengthen the Customer Success function

Qualifications

• 3+ years of experience in Customer Success, Account Management, or Client Services (telecom, SaaS, or MSP experience strongly preferred)
• Strong interpersonal and relationship-building skills
• Excellent written and verbal communication
• Analytical mindset with ability to interpret customer data
• Experience with CRM platforms and customer support tools
• Highly organized, self-motivated, and comfortable in a fully remote environment
• Ability to manage multiple client relationships simultaneously

Benefits

• Base Salary: (DOE) 

• Unlimited PTO 

• up to $120/month internet reimbursement 

• Medical benefits 

• 401(k) match up to 4%