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Customer Success Lead at Lyra Communications Group. 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.. 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, SaaS, or MSP 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 . Company Location: United States.