Zayo
Head of Customer Retention - Carrier
United States · Senior
Sponsorship not specified$215k-$235kDetected 7 days ago
Cloud PlatformsCRMAccount ManagementNegotiationFinancial AnalysisForecastingLeadershipCommunicationProblem SolvingFinancial Reporting
Stay score
odds of building a lasting career here
53Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role58
Entry-level history0
PERM / green-card track0
Lottery odds (Level IV)94
Fits your clock70
Sponsors, but it's cap-subject — you still face the weighted lottery (~61% per draw at Level IV). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
Personalize to your clock →Employer immigration record
from this employer's Department of Labor filings
Files H-1B transfers
1 transfer filing in the last year, covering 1 worker. Median labor-condition decision: 318 days. An employer that already files transfers is one that can take over an existing H-1B.
Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.
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About the role
- Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers.
- Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access.
- Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
Responsibilities
- Own the organization's performance against key commercial outcomes, including revenue growth, recurring-revenue preservation, gross and net revenue retention, renewal performance, churn performance to budget, discount discipline, and financial performance.
- 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.
- Establish executive-level customer engagement and governance strategies and personally sponsor key Carrier relationships, building trusted commercial, technical, and operational partnerships with decisionmakers and senior customer stakeholders.
- Develop and coach Senior Managers and other Customer Retention leaders, strengthening leadership capabilities, commercial acumen, talent management, and organizational effectiveness.
- Build a strong leadership pipeline and succession plan by attracting, developing, engaging, and retaining high-performing leaders and Customer Retention talent.
- As part of the application, hiring, onboarding, and/or employment process, Zayo or its affiliates, partners, and vendors may collect, store, and use biometric identifiers and biometric information (collectively, "Biometric Data"), such as fingerprints, facial geometry scans or other unique biological characteristics.
- The Head of Customer Retention will lead through Senior Managers, set clear performance expectations, and create a culture of ownership, accountability, and continuous improvement.
Requirements
- 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 understanding of complex B2B customer environments, preferably within telecommunications, networking, cloud infrastructure, digital infrastructure, or related technology services.
- 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.
- Experience with CRM, customer retention and renewal management, financial reporting, business intelligence, and other technology platforms used to manage customer and business performance.
- Willingness and ability to travel as needed.
- This leader will set the strategy, operating model, and capabilities required to improve renewals, retention, churn, revenue preservation, lifecycle engagement, and expansion.
- Bachelor's degree or equivalent combination of education and relevant professional experience
- 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.
- 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.
- 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.
Nice to have
- advanced degree preferred.
Compensation
- $215,000 - $235,000 USD / annually
- The base pay range shown is a guideline and reasonable estimate for this role.
- It takes into account the wide variety of factors that are considered in making compensation decisions.
- Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs.
- Non- sales roles may be eligible to participate in a discretionary annual incentive plan.
- Sales roles may be eligible to participate in a sales incentive plan.
Company info
- If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.
- Lead, develop, and inspire a team of Customer Retention leaders accountable for the post-implementation lifecycle, recurring-revenue performance, renewals, retention, churn management, and customer continuity for Carrier customers, while delivering exceptional customer and business outcomes.
- Drive customer value realization across Zayo's portfolio of services, ensuring customers understand, achieve, and recognize the value of their Zayo relationship.
Equal opportunity
- Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities.
Visa & Work Authorization
- The role will sponsor strategic customer relationships and help shape Zayo's Carrier customer strategy
This listing is sourced directly from Zayo's careers page and normalized into a canonical job model.