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.
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 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%
