Enterprise Customer Success Manager at Zayo

| 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.

Position Description

The Customer Success Manager I (CSM) position is responsible for ensuring an effortless experience for Zayo’s customers with a multitude of requirements, they are to maintain and strengthen customer trust, retention and growth. Our customers are our heroes and we strive to ensure we are providing the most effortless service possible. CSMs are responsible for billing reports and inquiries, collections partnerships, implementation projects, service improvement plans and operational service reviews. We are both the internal and external interface for assigned customers proactively managing milestones and communications with our customers throughout the process relating to their requests. CSMs will act as the single point of contact for complex billing analysis and research. Having strengths in project management, time management and risk management will only benefit candidates. If requested, travel may be required. CSMs conduct in-person operational reviews and help create opportunities for customization and process improvement.


  • Identifies, investigates and resolves customer questions, disputes, and escalations in a manner that is effortless for the customer

  • Drives billing issues and collections for dedicated accounts to resolution

  • Determines opportunities to improve customer experience

  • Organize and coordinate all internal teams for the timely and effortless resolution of customer projects and facilitate project kick-off calls.

  • Reports customer performance metrics both internally and externally

  • Works cross-functionally across all Zayo teams in delivering items for customers, includes driving credit request approvals

  • Develops a strong business relationship with all customers supported

  • Conduct face-to-face Operational Reviews when requested; which includes network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements. Travel may be required.

  • Investigates, resolves, and attempts to prevent further occurrence of customer issues.

  • Leads implementation projects for customers, overlaying internal service delivery teams to ensure an effortless delivery experience.

  • Partner with the NCC in addressing customer concerns regarding network reliability and proactively monitor service to ensure reliability increases to the customers satisfaction.

  • Manage customer issues to resolution while keeping management aware.

  • Produce and manage various service reports requested by customer


  • Bachelor's degree (B.A.) from four-year College or University, plus at least one year customer service experience and/or training; or equivalent combination of education and experience.

  • High level of familiarity with MS Excel/PowerPoint/Word

  • Ability to answer phone calls to address customer needs

  • Efficient with computers

  • Highly detail-oriented, fast learner, ability to adapt and thrive in an fast-changing environment.

  • Ability to multi-task and manage competing requests in a professional manner.

  • Clear and concise written communication

  • Tranzact certified

  • Passion for customer service and delivering an effortless user experience.

  • Desire to understand process, identify improvements and implement change.

  • Foreign Language fluency a plus; French or Spanish

  • Basic understanding of telecom service delivery processes a strong plus, not required.

  • Low to Medium understanding of telecom a plus

  • Experience with salesforce.com a strong plus, not required.

  • Experience with telecom billing a plus, not required.

  • Excellent problem solving, organizational and follow-up skills.


  • Competitive compensation

    • Base salary range: $57,689-$62,982 

    • Full-time Zayo employees are also eligible for discretionary quarterly short-term and long-term incentive cash bonuses which are based on the performance of the Company, an employee’s business segment, and the individual employee

  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance

  • Fitness membership discounts

  • Generous paid time off policy including paid parental leave

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • 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
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
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
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 $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
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
Wellness Programs
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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