The Customer Success Advocate I is charged with guiding small and medium‑sized businesses through each phase of their Lumen journey—onboarding, adoption, billing and renewal—ensuring they achieve meaningful outcomes with their existing solutions. Working remotely across the United States, this customer‑facing position blends data analysis and relationship management, empowering clients to self‐serve while flagging opportunities for deeper partnership. By interpreting usage metrics and health indicators, the Advocate helps clients overcome roadblocks, drive value realization and ultimately secure renewals.
Qualifications and Requirements
To excel in this role, candidates must demonstrate:
- Customer Success or Account Management Experience: Minimum of two years supporting enterprise or mid‑market customers, with a track record of empathy and integrity.
- Educational Background: Bachelor’s degree or equivalent professional experience.
- Technical Aptitude: Comfort learning data networking technologies, Lumen product offerings and related web‑based platforms.
- Analytical Skills: Precision in managing customer metrics (disconnects, credits, orders, churn propensity, NPS) and attention to detail when auditing first bills or renewal dates.
- Communication & Interpersonal Abilities: Strong verbal and written skills to build and maintain relationships, escalate urgent concerns and collaborate across sales, delivery and support teams.
- Organization & Time Management: Capacity to juggle high volumes of tasks, prioritize by customer insights and adhere to internal policies.
- Software Proficiency: Working knowledge of Microsoft Office; ability to navigate various applications for data access.
Compensation and Benefits
Base salaries vary by state to reflect local market data and individual qualifications:
- AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV: $37,212–$49,613
- CO, HI, MI, MN, NC, NH, NV, OR, RI: $39,081–$52,101
- AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, WA: $40,940–$54,579
In addition to competitive pay, Lumen offers a comprehensive benefits package—including medical, dental, vision and life coverage—alongside voluntary lifestyle plans and well‑being resources. Short‑ and long‑term incentive programs are available and detailed during the interview process.
Career Growth and Company Culture
At Lumen, collaboration fuels progress. New Advocates join a culture built on trust and transparency, with access to standardized journey templates and cross‑functional support to de‑risk accounts. Regular hand‑offs between customer success, sales and technical teams create visibility into expansion opportunities and foster continuous learning. As clients realize value from Lumen’s portfolio, Advocates can advance into senior customer success roles, specialized technical positions or sales leadership—each path benefiting from the company’s emphasis on internal mobility and professional development.
About Lumen
Lumen connects people, data and applications by delivering secure, high‑performance networking and communication services. Founded on a people‑first strategy, Lumen supports more than 450,000 enterprise and small business customers worldwide. Through its remote‑friendly environment, the company prioritizes flexibility, empowering employees to drive growth, innovation and seamless digital experiences for organizations across every industry.