Head of Customer Retention – Carrier

Role Overview

The Head of Customer Retention for the Carrier vertical will lead Customer Retention leaders and Customer Account Managers accountable for the post-implementation customer relationship, recurring revenue, and customer continuity across Zayo’s Carrier portfolio. This leader will set the strategy, operating model, and capabilities required to improve renewals, retention, churn, revenue preservation, lifecycle engagement, and expansion.

What You Will Do

The Head of Customer Retention will lead through Senior Managers, set clear performance expectations, and create a culture of ownership, accountability, and continuous improvement. This leader will partner with Sales and other senior Zayo leaders to translate customer insights, renewal and churn forecasts, commercial opportunities, financial objectives, and operational priorities into coordinated action.

Why It Might Be a Fit

The Head of Customer Retention will own customer health, revenue growth and preservation, gross and net revenue retention, renewal performance, churn performance to budget, and portfolio financial performance. This leader will establish a disciplined approach to identifying growth signals and capturing expansion opportunities, partnering closely with Sales to grow recurring revenue while ensuring Customer Retention owns defined renewal and retention motions that increase seller capacity.

Requirements

• Bachelor’s degree or equivalent combination of education and relevant professional experience
• 10+ years of progressive leadership experience in Customer Retention, Account Management, Sales, Customer Experience, Telecommunications, Technology, or a related B2B environment
• 5+ years of experience leading leaders and managing managers, with a demonstrated ability to build and lead high-performing, multi-layered organizations
• Proven experience leading customer organizations with accountability for significant recurring revenue, renewals, retention, churn, customer experience, and financial outcomes
• Strong commercial and financial acumen, including demonstrated experience driving revenue growth, preserving recurring revenue, improving gross and net revenue retention, managing renewal economics, and delivering against financial or P&L objectives
• Proven ability to develop and execute customer and commercial strategies across a large, complex customer portfolio or market segment
• Demonstrated experience leading post-implementation account management at scale, including customer health and risk management, renewal planning and negotiation, churn forecasting and mitigation, save strategies, customer continuity, and growth partnership with Sales
• Strong understanding of complex B2B customer environments, preferably within telecommunications, networking, cloud infrastructure, digital infrastructure, or related technology services
• Demonstrated ability to evaluate and govern customer, contractual, operational, and financial tradeoffs involving pricing, term, margin, capital recovery, credits, early termination liability, portability, and contract exceptions
• Exceptional executive presence and communication skills, with the ability to influence senior leaders, engage customer executives, and communicate complex business issues and strategies with clarity and credibility
• Demonstrated ability to build trusted relationships and influence outcomes across internal and external stakeholders, including at executive levels
• Proven ability to lead organizational change, create scalable operating models, improve processes, and drive digital transformation in a dynamic business environment
• Strong strategic thinking, business judgment, problem-solving, project leadership, and prioritization skills
• Experience with CRM, customer retention and renewal management, financial reporting, business intelligence, and other technology platforms used to manage customer and business performance

Benefits

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave