Customer Success Manager /Telecom Account Manager

About this role

*Customer Success Manager  /  Account Manager*POSITION SUMMARY

The Customer Success Manager (CSM) / Account Manager at Lyra Communications Group serves as the strategic bridge between our clients and our service delivery teams. This role is integral to Lyra's growth trajectory — combining the consultative selling instincts of a seasoned sales professional, the operational discipline of a business analyst, and the technical fluency of a telecom subject matter expert. The ideal candidate will deepen client relationships, drive revenue retention and expansion, and serve as a trusted advisor across Lyra's full suite of communications and managed services solutions.

KEY RESPONSIBILITIES

Client Relationship Management

•     Own and grow a portfolio of assigned accounts, serving as the primary point of contact for day-to-day communications and escalations

•     Conduct regular business reviews (QBRs) and proactive check-ins to assess satisfaction, surface needs, and strengthen relationships

•     Identify at-risk accounts early and develop tailored retention strategies to reduce churn

Sales & Revenue Growth

•     Execute outbound prospecting campaigns via phone, email, and LinkedIn to generate net-new pipeline within existing accounts and target segments

•     Identify and close upsell and cross-sell opportunities aligned to Lyra's product and service portfolio

•     Collaborate with the sales team on proposals, pricing, and contract renewals

•     Maintain accurate CRM records including activity logs, opportunity stages, and forecasted revenue

Operations & Reporting

•     Track, document, and report on key account metrics including MRR, churn risk, service tickets, and satisfaction scores

•     Maintain organized and auditable records of client interactions, contract terms, and service configurations

•     Coordinate internally with operations, billing, and provisioning teams to ensure seamless service delivery

•     Contribute to month...