Customer Success Retention Strategist - Remote Eligible

Retention Strategist

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Retention Strategist is a critical member of the Large Enterprise GTM Customer Success organization. This role is responsible for driving customer retention, managing complex renewal processes, and identifying opportunities for account growth through strategic upsell and cross-sell initiatives. The position requires a high level of business acumen, discretion, and independent judgment to influence pricing strategies, negotiate terms, and develop retention frameworks that align with organizational goals. The Retention Strategist serves as a trusted advisor to customers, ensuring long-term value and satisfaction while collaborating across multiple internal teams including Sales, Finance, Legal, and Customer Success.

Work Location

This is a remote opportunity open to candidates located anywhere in the following states: AR, IA, IL, IN, KS, KY, LA, MI, MN, MO, MS, NE, OH, TN, WI and AL, CT, DE, FL, GA, MA, MD, ME, NC, NH, NJ, NY, PA, RI, SC, VA, VT, WV.

The Main Responsibilities

• Own and execute end-to-end renewal strategy, including forecasting, outreach, negotiation, and confirmation of contracts.
• Develop and continuously improve retention playbooks and processes to maximize account value and minimize churn.
• Exercise discretion in structuring complex deals, pricing adjustments, and migration strategies for high-value accounts.
• Collaborate with cross-functional teams (Finance, Legal, Sales, Customer Success) to align renewal terms with company objectives.
• Analyze competitor trends, market signals, and customer data to inform retention and expansion strategies.
• Proactively identify and generate expansion opportunities within existing accounts, including upsell, cross-sell, and add-on services.
• Handle escalations related to contract questions, negotiations, and requests, resolving issues with independent judgment.
• Maintain and report a rolling 90-day renewal forecast by segment and territory, providing strategic insights to leadership.
• Lead initiatives to improve operational efficiency by identifying process gaps and implementing solutions.
• Serve as a subject matter expert on retention strategies, providing guidance and training to internal teams as needed.

What We Look For in a Candidate

• Bachelor's degree or equivalent experience in business, communications, or related field.
• 6+ years of experience in client-facing roles, ideally within SaaS or enterprise technology environments.
• Proven success in managing complex renewals and retention strategies with measurable results.
• Demonstrated ability to exercise discretion and independent judgment in negotiations and strategic decisions.
• Strong analytical skills with the ability to interpret data and develop actionable insights.
• Exceptional communication, presentation, and collaboration skills across multiple stakeholders.
• Experience influencing pricing strategies, migration planning, and account growth initiatives.
• Proficiency in CRM tools and forecasting methodologies for managing renewal pipelines.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Location Based Pay Ranges $86,825-$115,763 in these states: AL AR FL GA IA IN KS KY LA ME MO MS NE OH PA SC TN VT WI WV $91,972-$121,559 in these states: MI MN NC NH RI $95,508-$127,344 in these states: CT DC DE IL MA MD NJ NY VA Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

Background Screening: If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page.

Equal Employment Opportunities: We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status.

Disclaimer: The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.