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 Manager
Location
Florida
Posted
11 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 seeking a Customer Success Manager (CSM) to manage and nurture a portfolio of client accounts, ensuring successful onboarding, strong engagement, and long-term retention.
This role is relationship-driven and execution-focused. You will act as the primary point of contact for your assigned accounts, guiding customers through onboarding, proactively monitoring account health, and collaborating cross-functionally to deliver a seamless client experience.
Key Responsibilities
Customer Onboarding & Adoption
- Support onboarding for new clients to ensure a smooth transition and early value realization
- Partner with Sales and Operations to align expectations and timelines
- Deliver client training sessions and onboarding documentation
- Ensure proper handoff from Sales to Customer Success
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 to maintain engagement and satisfaction
- Address client concerns with urgency and professionalism
Proactive Client Engagement
- Monitor customer health metrics and usage trends
- Identify risks early and escalate when needed
- Maintain consistent communication to ensure clients feel supported
Retention & Growth Support
- Support churn reduction efforts
- Identify potential expansion opportunities and coordinate with Sales
- Advocate for customer needs internally
Cross-Functional Collaboration
- Work closely with Billing, Operations, and Support teams to resolve issues
- Ensure escalations are managed effectively and communicated clearly
- Share client feedback with internal stakeholders
Reporting & Documentation
- Maintain accurate CRM records and account notes
- Track KPIs related to retention and customer health
- Follow established Customer Success processes and best practices
Job Requirements
- 3+ years of experience in Customer Success, Account Management, or Client Services (telecom, SaaS, or MSP experience preferred)
- Strong relationship-building and communication skills
- Solutions-oriented mindset with strong follow-through
- Ability to manage multiple client relationships simultaneously
- Comfortable working in a fast-paced, remote environment
- Experience with CRM systems and customer support tools
- Highly organized and self-motivated
Benefits
- Base Salary: DOE
- Unlimited PTO
- Up to $120/month internet reimbursement
- Medical benefits
- 401(k) match up to 4%
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