At Lyra Communications Group, we simplify telecom so our partners can focus on what matters most — delivering exceptional IT solutions to their clients. Global telecom aggregator providing connectivity, internet, VoIP, and infrastructure solutions Partner-centric model streamlining vendor relationships and centralizing support Operates on four core values: Transparency, Collaboration, Responsiveness, and Versatility
Customer Success Lead
Location
Florida
Posted
13 days ago
Salary
Not specified
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.
Job 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%
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