Lyra Communications Group

Compensation

Full 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 ResponsibilitiesCustomer 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 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 Base Salary: DOE Unlimited PTO Up to $120/month internet reimbursement Medical benefits 401(k) match up to 4%