Senior Manager, Customer Retention

Role Overview

Zayo is seeking a Senior Manager over Customer Retention to lead and develop a high-performing team of Customer Account Managers accountable for delivering exceptional customer outcomes and strong business results.

What You Will Do

Manages recurring revenue and net revenue retention, oversees renewal negotiations and partners with sales to identify opportunities. Leads key client meetings and takes ultimate accountability for functional escalations.

Why It Might Be a Fit

Success in this role requires a leader who can balance customer advocacy with commercial accountability—building trusted relationships across the organization, driving effective cross-functional collaboration, and ensuring the team translates customer needs and insights into meaningful action.

Requirements

• Bachelor’s / Master’s degree in related field, or equivalent combination of training, education and experience
• Five or more years of experience working in a leadership role
• Seven or more years of telecommunications industry experience
• Demonstrates excellent communications skills: written, verbal, and listening.
• Proven ability to recruit and attract new talent
• Ability to influence peers and superiors to accept a point of view, adopt a specific agenda, or take a course of action to achieve Company goals
• Ability to foster a cooperative work environment
• Ability to adjust and adopt to changing priorities, goals, procedures and essential duties
• Strong presentation, organizational, administrative, and time management skills
• Strong analytical/quantitative skills and possess excellent follow-up skills
• Excellent negotiation skills with proven ability to close business
• Highly collaborative and respectful approach when working with our stakeholder teams
• Demonstrates extreme ownership
• Ability to understand process, identify improvements, and implement change
• Ability to create and project manage a continuous experience improvement program (scope, milestone management, engagement, execution, and change management)
• Proficient in Microsoft Word, Excel, PowerPoint and Google products with full working knowledge of the internet, email and web browsers

Benefits

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