Dedicated Customer Success Manager I at Zayo (Greater Boulder Area, CO)

| Greater Boulder Area
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Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-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.

Our Company

At Zayo, we provide mission critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. We foster a purposeful, engaging and fulfilling work environment that enables our employees to thrive and reach their full potential. Our diverse culture promotes excellence, equality, inclusion, thought leadership, and innovation, enabling the delivery of an experience for our customers that exceeds their expectations.

Customer Success Organization 

The Customer Success organization provides our customers with a world class, industry leading lifecycle experience, designed and aligned to deliver on their needs and exceed expectations. The team ensures our customers realize their desired outcomes and full potential, with minimal effort on their part.

Strategic Customer Success Manager

Our Strategic Customer Success Managers (CSMs) serve as the customer advocate and provide end-to-end lifecycle support. As part of a dedicated ecosystem team, they take ownership of lifecycle management and engagement for a select group of strategic customers who have an elevated expectation of their experience.

CSMs excel at delivering a world class experience through a highly engaging, empathetic, and partnership approach with our customers. CSMs anticipate customers needs and are driven by delivering outcomes our customers value.

They serve as the conduit for any potential customer request or issue by providing customers with a highly responsive experience and are passionate about identifying, addressing and resolving any lifecycle opportunity in a timely and efficient manner.

CSMs enable company growth by creating an experience our customers rely on and view as effortless on their part.

They excel at proactively managing and engaging with our customers, and through a maniacal customer focused mindset, resolve inquiries to questions, address technical and non-technical issues, and overcome any issues or hurdles in an efficient and timely manner.

Zayo is on a relentless pursuit of world class customer excellence, and our CSMs are a driving force to enable this.

Key Responsibilities 

  • Builds and manages effective relationships with our most strategic customers and business partner teams (individual contributor to executive leadership) 

  • Analyzes lifecycle data and translates insights into recommendations in a clear and unambiguous manner for customers and business partner teams. Identifies root causes, defines and activates solutions, and deploys cross-functional support, where necessary, to resolve

  • Manages complex projects and programs, evaluates any risk to key milestones, and proactively addresses to mitigate any impact to key delivery milestones and the customer experience 

  • Effective prioritization, proactive escalation (where necessary), and communication for all requests with a goal of resolving any issues in an expedient and effortless manner for our customers 

  • Coordinates and facilitates project-based meetings. Develops and distributes timely meeting minutes, to include key takeaways and action items, verifies they are incorporated into any program schedules, and ensures deliverables are met on time.

  • Audits strategic customers to ensure embedded base and contracts are correct

  • Responsive, knowledgeable, efficient, and professional approach to supporting customers that engage Customer Success via our Tranzact portal, IVR, or email for any post-sale lifecycle request

  • Onboards and trains customers to unleash the full potential of our Tranzact self-service platform 

  • Maintains an industry-wide perspective on best-in-class customer experience


  • Associate or Bachelor’s degree in related field, or equivalent combination of training, education and experience

  • Possesses excellent verbal, written, and communication skills and has the ability to share the customer story through compelling and engaging methods

  • Highly collaborative and respectful approach when working with our stakeholder teams

  • Demonstrates extreme ownership toward issue resolution 

  • Demonstrates extreme ownership of customer and internal engagement 

  • Highly proactive in every facet of the role

  • Ability to prioritize and organize effectively, working from a strategic plan

  • Ability to work with minimal supervision

  • Ability to understand process, identify improvements, and implement change

  • Ability to create and project manage a continuous experience improvement program (scope, milestone management, engagement, execution, and change management)

  • Deadline-driven with effective prioritization and organization skills that can work under time constraints

  • Five or more years of experience working with customer relationship management (CRM) databases

  • Five or more years of telecommunications industry experience 

  • Demonstrates an understanding of various technical architectures and operating systems

  • Demonstrates an understanding of renewal service concepts / process

  • Detail-oriented, accurate and possess excellent follow-up skills

  • Proficient in Microsoft Word, Excel, PowerPoint and Google products with full working knowledge of the internet, email and web browsers

  • Ability to work in a fast-paced environment

  • Valid driver’s license and prepared to travel up to 25%

  • Base salary range: $65,600-$87,500

Benefits, Rewards & Wellness

  • Annual Incentive Plan (AIP) - Full-time Zayo employees are also eligible for discretionary AIP which is based on the performance of the Company, an employee’s business segment, and the individual employee

  • Sales Incentive Plan - Full-time Zayo sales employees are also eligible for discretionary incentive cash compensation through our Sales Incentive Plan

  • Excellent Health, Dental & Vision Insurance

  • Retirement 401(k) Savings Plan

  • Fitness membership discounts

  • Generous paid time off policy including paid parental leave

Please note, in accordance with Zayo's commitment to providing and maintaining a workplace free of recognized hazards, all U.S. and Canadian employees and any employee, vendor, customer, or visitor who enters a Zayo office or facility in the U.S. and Canada must be fully vaccinated against COVID-19 and provide proof of such vaccination. If you are hired by Zayo, you will be required to provide proof of vaccination or have a valid religious or medical reason not to be vaccinated.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SalesforceCRM


In Colorado we have campuses in Downtown Denver and on 29th Street Mall in Boulder, where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial security to our employees and their families.

Volunteer in local community
Provides up to 16 hours a year to volunteer in the community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Intracompany committees
Employee Resource Groups Mental Health & Disability Advocacy | Pride | Women's | Multicultural | Veterans | Sustainability
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups Mental Health & Disability Advocacy | Pride | Women's | Multicultural | Veterans | Sustainability
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,850 annually.
Disability Insurance
Short & Long term disability insurance are a free company provided benefit to all full time employees. They cover 60% of annual salary up to $5000/$10000 monthly maximum payout
Dental Benefits
Preventative, minor, and major dental services and treatments are covered under Zayo's plans.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Pet Insurance
Offered at a discounted rate to all Zayo employees
Wellness Programs
We offer incentives for employees to participate in many wellness activities.
Onsite Gym
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Mental Health Benefits
Retirement & Stock Options Benefits
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Volunteer Time
We encourage our employees to give back to our communities by providing 4 hours of Volunteer Time Off per quarter.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Company Outings
Game Room
Some Meals Provided
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Diversity Program
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning

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