Customer Success Manager /Telecom Account Manager

Job Description

Customer Success Manager  /  Account ManagerPOSITION SUMMARY

The Customer Success Manager (CSM) / Account Manager at Lyra Communications Group serves as the strategic bridge between our clients and our service delivery teams. This role is integral to Lyra's growth trajectory — combining the consultative selling instincts of a seasoned sales professional, the operational discipline of a business analyst, and the technical fluency of a telecom subject matter expert. The ideal candidate will deepen client relationships, drive revenue retention and expansion, and serve as a trusted advisor across Lyra's full suite of communications and managed services solutions.

KEY RESPONSIBILITIES

Client Relationship Management

•     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

Sales & Revenue Growth

•     Execute outbound prospecting campaigns via phone, email, and LinkedIn to generate net-new pipeline within existing accounts and target segments

•     Identify and close upsell and cross-sell opportunities aligned to Lyra's product and service portfolio

•     Collaborate with the sales team on proposals, pricing, and contract renewals

•     Maintain accurate CRM records including activity logs, opportunity stages, and forecasted revenue

Operations & Reporting

•     Track, document, and report on key account metrics including MRR, churn risk, service tickets, and satisfaction scores

•     Maintain organized and auditable records of client interactions, contract terms, and service configurations

•     Coordinate internally with operations, billing, and provisioning teams to ensure seamless service delivery

•     Contribute to monthly and quarterly performance reporting presented to leadership and PE stakeholders

Telecom & Technical Advisory

•     Leverage a working knowledge of telecom technologies (voice, data, fiber, cloud, UCaaS, SD-WAN) to advise clients on solutions that fit their business needs

•     Stay current on industry developments, carrier changes, and competitive landscape within the MSP and telecom markets

•     Translate complex technical concepts into clear, business-relevant language for client stakeholders

•     Collaborate with technical teams to ensure client solutions are properly scoped, delivered, and supported

At Lyra Communications Group, we're redefining what it means to manage telecom — delivering clarity, control, and confidence to businesses and the IT partners who support them. As a global telecom aggregator, we source and manage world-class connectivity, voice, and cloud communication solutions across hundreds of carriers, giving clients a single, accountable partner for their entire telecom environment. Our model is built around the MSP ecosystem — streamlining service delivery, eliminating vendor complexity, and enabling seamless integration whether fully managed or co-managed. From fiber and SD-WAN to UCaaS and contact center, we bring the agility, expertise, and global reach to keep businesses connected and moving forward. Telecom, finally managed.

Requirements

QUALIFICATIONS

Required

•     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

Preferred

•     Experience working within a PE-backed or high-growth communications or technology company

•     Familiarity with Voice, CLEC, ILEC, or cable carrier ecosystems and billing structures

•     Exposure to churn analytics, MRR reporting, or financial KPIs in a recurring revenue model

•     Bachelor's degree in Business, Communications, or a related field (or equivalent experience)