Lyra Communications Group

Customer Success Manager  /  Account Manager At Lyra Communications Group, we take the complexity out of telecom so businesses can focus on what matters most. As a global telecom aggregator, we source and manage connectivity, voice, and cloud communication solutions across hundreds of carriers — delivering one partner, one bill, and one team accountable for it all. We work closely with MSPs and IT providers to simplify service delivery, eliminate vendor headaches, and keep their clients connected. Telecom, finally managed. POSITION SUMMARY The Customer Success Manager (CSM) / Account Manager at Lyra Communications Group serves as the strategic bridge between our clients and our service delivery teams. This role is integral to Lyra's growth trajectory — combining the consultative selling instincts of a seasoned sales professional, the operational discipline of a business analyst, and the technical fluency of a telecom subject matter expert. The ideal candidate will deepen client relationships, drive revenue retention and expansion, and serve as a trusted advisor across Lyra's full suite of communications and managed services solutions.   KEY RESPONSIBILITIES Client Relationship Management •     Own and grow a portfolio of assigned accounts, serving as the primary point of contact for day-to-day communications and escalations •     Conduct regular business reviews (QBRs) and proactive check-ins to assess satisfaction, surface needs, and strengthen relationships •     Identify at-risk accounts early and develop tailored retention strategies to reduce churn Sales & Revenue Growth •     Execute outbound prospecting campaigns via phone, email, and LinkedIn to generate net-new pipeline within existing accounts and target segments •     Identify and close upsell and cross-sell opportunities aligned to Lyra's product and service portfolio •     Collaborate with the sales team on proposals, pricing, and contract renewals •     Maintain accurate CRM records including activity logs, opportunity stages, and forecasted revenue Operations & Reporting •     Track, document, and report on key account metrics including MRR, churn risk, service tickets, and satisfaction scores •     Maintain organized and auditable records of client interactions, contract terms, and service configurations •     Coordinate internally with operations, billing, and provisioning teams to ensure seamless service delivery •     Contribute to monthly and quarterly performance reporting presented to leadership and PE stakeholders Telecom & Technical Advisory •     Leverage a working knowledge of telecom technologies (voice, data, fiber, cloud, UCaaS, SD-WAN) to advise clients on solutions that fit their business needs •     Stay current on industry developments, carrier changes, and competitive landscape within the MSP and telecom markets •     Translate complex technical concepts into clear, business-relevant language for client stakeholders •     Collaborate with technical teams to ensure client solutions are properly scoped, delivered, and supported

Customer Success Manager  /  Account Manager At Lyra Communications Group, we take the complexity out of telecom so businesses can focus on what matters most. As a global telecom aggregator, we source and manage connectivity, voice, and cloud communication solutions across hundreds of carriers — delivering one partner, one bill, and one team accountable for it all. We work closely with MSPs and IT providers to simplify service delivery, eliminate vendor headaches, and keep their clients connected. Telecom, finally managed. POSITION SUMMARY The Customer Success Manager (CSM) / Account Manager at Lyra Communications Group serves as the strategic bridge between our clients and our service delivery teams. This role is integral to Lyra's growth trajectory — combining the consultative selling instincts of a seasoned sales professional, the operational discipline of a business analyst, and the technical fluency of a telecom subject matter expert. The ideal candidate will deepen client relationships, drive revenue retention and expansion, and serve as a trusted advisor across Lyra's full suite of communications and managed services solutions.   KEY RESPONSIBILITIES Client Relationship Management •     Own and grow a portfolio of assigned accounts, serving as the primary point of contact for day-to-day communications and escalations •     Conduct regular business reviews (QBRs) and proactive check-ins to assess satisfaction, surface needs, and strengthen relationships •     Identify at-risk accounts early and develop tailored retention strategies to reduce churn Sales & Revenue Growth •     Execute outbound prospecting campaigns via phone, email, and LinkedIn to generate net-new pipeline within existing accounts and target segments •     Identify and close upsell and cross-sell opportunities aligned to Lyra's product and service portfolio •     Collaborate with the sales team on proposals, pricing, and contract renewals •     Maintain accurate CRM records including activity logs, opportunity stages, and forecasted revenue Operations & Reporting •     Track, document, and report on key account metrics including MRR, churn risk, service tickets, and satisfaction scores •     Maintain organized and auditable records of client interactions, contract terms, and service configurations •     Coordinate internally with operations, billing, and provisioning teams to ensure seamless service delivery •     Contribute to monthly and quarterly performance reporting presented to leadership and PE stakeholders Telecom & Technical Advisory •     Leverage a working knowledge of telecom technologies (voice, data, fiber, cloud, UCaaS, SD-WAN) to advise clients on solutions that fit their business needs •     Stay current on industry developments, carrier changes, and competitive landscape within the MSP and telecom markets •     Translate complex technical concepts into clear, business-relevant language for client stakeholders •     Collaborate with technical teams to ensure client solutions are properly scoped, delivered, and supported

Customer Success Manager  /  Account Manager At Lyra Communications Group, we take the complexity out of telecom so businesses can focus on what matters most. As a global telecom aggregator, we source and manage connectivity, voice, and cloud communication solutions across hundreds of carriers — delivering one partner, one bill, and one team accountable for it all. We work closely with MSPs and IT providers to simplify service delivery, eliminate vendor headaches, and keep their clients connected. Telecom, finally managed. POSITION SUMMARY The Customer Success Manager (CSM) / Account Manager at Lyra Communications Group serves as the strategic bridge between our clients and our service delivery teams. This role is integral to Lyra's growth trajectory — combining the consultative selling instincts of a seasoned sales professional, the operational discipline of a business analyst, and the technical fluency of a telecom subject matter expert. The ideal candidate will deepen client relationships, drive revenue retention and expansion, and serve as a trusted advisor across Lyra's full suite of communications and managed services solutions.   KEY RESPONSIBILITIES Client Relationship Management •     Own and grow a portfolio of assigned accounts, serving as the primary point of contact for day-to-day communications and escalations •     Conduct regular business reviews (QBRs) and proactive check-ins to assess satisfaction, surface needs, and strengthen relationships •     Identify at-risk accounts early and develop tailored retention strategies to reduce churn Sales & Revenue Growth •     Execute outbound prospecting campaigns via phone, email, and LinkedIn to generate net-new pipeline within existing accounts and target segments •     Identify and close upsell and cross-sell opportunities aligned to Lyra's product and service portfolio •     Collaborate with the sales team on proposals, pricing, and contract renewals •     Maintain accurate CRM records including activity logs, opportunity stages, and forecasted revenue Operations & Reporting •     Track, document, and report on key account metrics including MRR, churn risk, service tickets, and satisfaction scores •     Maintain organized and auditable records of client interactions, contract terms, and service configurations •     Coordinate internally with operations, billing, and provisioning teams to ensure seamless service delivery •     Contribute to monthly and quarterly performance reporting presented to leadership and PE stakeholders Telecom & Technical Advisory •     Leverage a working knowledge of telecom technologies (voice, data, fiber, cloud, UCaaS, SD-WAN) to advise clients on solutions that fit their business needs •     Stay current on industry developments, carrier changes, and competitive landscape within the MSP and telecom markets •     Translate complex technical concepts into clear, business-relevant language for client stakeholders •     Collaborate with technical teams to ensure client solutions are properly scoped, delivered, and supported

Customer Success Manager  /  Account Manager At Lyra Communications Group, we take the complexity out of telecom so businesses can focus on what matters most. As a global telecom aggregator, we source and manage connectivity, voice, and cloud communication solutions across hundreds of carriers — delivering one partner, one bill, and one team accountable for it all. We work closely with MSPs and IT providers to simplify service delivery, eliminate vendor headaches, and keep their clients connected. Telecom, finally managed. POSITION SUMMARY The Customer Success Manager (CSM) / Account Manager at Lyra Communications Group serves as the strategic bridge between our clients and our service delivery teams. This role is integral to Lyra's growth trajectory — combining the consultative selling instincts of a seasoned sales professional, the operational discipline of a business analyst, and the technical fluency of a telecom subject matter expert. The ideal candidate will deepen client relationships, drive revenue retention and expansion, and serve as a trusted advisor across Lyra's full suite of communications and managed services solutions.   KEY RESPONSIBILITIES Client Relationship Management •     Own and grow a portfolio of assigned accounts, serving as the primary point of contact for day-to-day communications and escalations •     Conduct regular business reviews (QBRs) and proactive check-ins to assess satisfaction, surface needs, and strengthen relationships •     Identify at-risk accounts early and develop tailored retention strategies to reduce churn Sales & Revenue Growth •     Execute outbound prospecting campaigns via phone, email, and LinkedIn to generate net-new pipeline within existing accounts and target segments •     Identify and close upsell and cross-sell opportunities aligned to Lyra's product and service portfolio •     Collaborate with the sales team on proposals, pricing, and contract renewals •     Maintain accurate CRM records including activity logs, opportunity stages, and forecasted revenue Operations & Reporting •     Track, document, and report on key account metrics including MRR, churn risk, service tickets, and satisfaction scores •     Maintain organized and auditable records of client interactions, contract terms, and service configurations •     Coordinate internally with operations, billing, and provisioning teams to ensure seamless service delivery •     Contribute to monthly and quarterly performance reporting presented to leadership and PE stakeholders Telecom & Technical Advisory •     Leverage a working knowledge of telecom technologies (voice, data, fiber, cloud, UCaaS, SD-WAN) to advise clients on solutions that fit their business needs •     Stay current on industry developments, carrier changes, and competitive landscape within the MSP and telecom markets •     Translate complex technical concepts into clear, business-relevant language for client stakeholders •     Collaborate with technical teams to ensure client solutions are properly scoped, delivered, and supported

Customer Success Manager  /  Account ManagerPOSITION SUMMARY The Customer Success Manager (CSM) / Account Manager at Lyra Communications Group serves as the strategic bridge between our clients and our service delivery teams. This role is integral to Lyra's growth trajectory — combining the consultative selling instincts of a seasoned sales professional, the operational discipline of a business analyst, and the technical fluency of a telecom subject matter expert. The ideal candidate will deepen client relationships, drive revenue retention and expansion, and serve as a trusted advisor across Lyra's full suite of communications and managed services solutions.   KEY RESPONSIBILITIES Client Relationship Management •     Own and grow a portfolio of assigned accounts, serving as the primary point of contact for day-to-day communications and escalations •     Conduct regular business reviews (QBRs) and proactive check-ins to assess satisfaction, surface needs, and strengthen relationships •     Identify at-risk accounts early and develop tailored retention strategies to reduce churn Sales & Revenue Growth •     Execute outbound prospecting campaigns via phone, email, and LinkedIn to generate net-new pipeline within existing accounts and target segments •     Identify and close upsell and cross-sell opportunities aligned to Lyra's product and service portfolio •     Collaborate with the sales team on proposals, pricing, and contract renewals •     Maintain accurate CRM records including activity logs, opportunity stages, and forecasted revenue Operations & Reporting •     Track, document, and report on key account metrics including MRR, churn risk, service tickets, and satisfaction scores •     Maintain organized and auditable records of client interactions, contract terms, and service configurations •     Coordinate internally with operations, billing, and provisioning teams to ensure seamless service delivery •     Contribute to monthly and quarterly performance reporting presented to leadership and PE stakeholders Telecom & Technical Advisory •     Leverage a working knowledge of telecom technologies (voice, data, fiber, cloud, UCaaS, SD-WAN) to advise clients on solutions that fit their business needs •     Stay current on industry developments, carrier changes, and competitive landscape within the MSP and telecom markets •     Translate complex technical concepts into clear, business-relevant language for client stakeholders •     Collaborate with technical teams to ensure client solutions are properly scoped, delivered, and supported At Lyra Communications Group, we're redefining what it means to manage telecom — delivering clarity, control, and confidence to businesses and the IT partners who support them. As a global telecom aggregator, we source and manage world-class connectivity, voice, and cloud communication solutions across hundreds of carriers, giving clients a single, accountable partner for their entire telecom environment. Our model is built around the MSP ecosystem — streamlining service delivery, eliminating vendor complexity, and enabling seamless integration whether fully managed or co-managed. From fiber and SD-WAN to UCaaS and contact center, we bring the agility, expertise, and global reach to keep businesses connected and moving forward. Telecom, finally managed.

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 seeking a Customer Success Manager (CSM) to manage and nurture a portfolio of client accounts, ensuring successful onboarding, strong engagement, and long-term retention. This role is relationship-driven and execution-focused. You will act as the primary point of contact for your assigned accounts, guiding customers through onboarding, proactively monitoring account health, and collaborating cross-functionally to deliver a seamless client experience. Key Responsibilities Customer Onboarding & Adoption - Support onboarding for new clients to ensure a smooth transition and early value realization - Partner with Sales and Operations to align expectations and timelines - Deliver client training sessions and onboarding documentation - Ensure proper handoff from Sales to Customer Success 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 to maintain engagement and satisfaction - Address client concerns with urgency and professionalism Proactive Client Engagement - Monitor customer health metrics and usage trends - Identify risks early and escalate when needed - Maintain consistent communication to ensure clients feel supported Retention & Growth Support - Support churn reduction efforts - Identify potential expansion opportunities and coordinate with Sales - Advocate for customer needs internally Cross-Functional Collaboration - Work closely with Billing, Operations, and Support teams to resolve issues - Ensure escalations are managed effectively and communicated clearly - Share client feedback with internal stakeholders Reporting & Documentation - Maintain accurate CRM records and account notes - Track KPIs related to retention and customer health - Follow established Customer Success processes and best practices

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 seeking a Customer Success Manager (CSM) to manage and nurture a portfolio of client accounts, ensuring successful onboarding, strong engagement, and long-term retention. This role is relationship-driven and execution-focused. You will act as the primary point of contact for your assigned accounts, guiding customers through onboarding, proactively monitoring account health, and collaborating cross-functionally to deliver a seamless client experience. Key Responsibilities Customer Onboarding & Adoption - Support onboarding for new clients to ensure a smooth transition and early value realization - Partner with Sales and Operations to align expectations and timelines - Deliver client training sessions and onboarding documentation - Ensure proper handoff from Sales to Customer Success 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 to maintain engagement and satisfaction - Address client concerns with urgency and professionalism Proactive Client Engagement - Monitor customer health metrics and usage trends - Identify risks early and escalate when needed - Maintain consistent communication to ensure clients feel supported Retention & Growth Support - Support churn reduction efforts - Identify potential expansion opportunities and coordinate with Sales - Advocate for customer needs internally Cross-Functional Collaboration - Work closely with Billing, Operations, and Support teams to resolve issues - Ensure escalations are managed effectively and communicated clearly - Share client feedback with internal stakeholders Reporting & Documentation - Maintain accurate CRM records and account notes - Track KPIs related to retention and customer health - Follow established Customer Success processes and best practices

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 seeking a Customer Success Manager (CSM) to manage and nurture a portfolio of client accounts, ensuring successful onboarding, strong engagement, and long-term retention. This role is relationship-driven and execution-focused. You will act as the primary point of contact for your assigned accounts, guiding customers through onboarding, proactively monitoring account health, and collaborating cross-functionally to deliver a seamless client experience. Key Responsibilities Customer Onboarding & Adoption - Support onboarding for new clients to ensure a smooth transition and early value realization - Partner with Sales and Operations to align expectations and timelines - Deliver client training sessions and onboarding documentation - Ensure proper handoff from Sales to Customer Success 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 to maintain engagement and satisfaction - Address client concerns with urgency and professionalism Proactive Client Engagement - Monitor customer health metrics and usage trends - Identify risks early and escalate when needed - Maintain consistent communication to ensure clients feel supported Retention & Growth Support - Support churn reduction efforts - Identify potential expansion opportunities and coordinate with Sales - Advocate for customer needs internally Cross-Functional Collaboration - Work closely with Billing, Operations, and Support teams to resolve issues - Ensure escalations are managed effectively and communicated clearly - Share client feedback with internal stakeholders Reporting & Documentation - Maintain accurate CRM records and account notes - Track KPIs related to retention and customer health - Follow established Customer Success processes and best practices

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.

Who We Are Lyra Communications Group is a trusted partner helping organizations navigate the evolving telecommunications and technology landscape. With decades of expertise, we deliver tailored voice, data, and cloud solutions that enable businesses to connect, grow, and innovate—backed by responsive service and a team-first culture. We’re hiring: AR & Billing Manager, ideally in CST or EST time zone. The AR & Billing Manager owns the end-to-end Accounts Receivable and telecom billing functions, including invoicing accuracy, collections performance, AR aging, revenue analysis, and client billing issue resolution. This role serves as the single point of accountability for AR and billing operations and partners cross-functionally to improve systems, processes, and controls.  This is a hands-on role requiring strong telecom billing experience, sound judgment, and the ability to both execute and supervise.    Core Responsibilities & Accountabilities  - Own the full AR lifecycle: invoicing, payment application, collections, credits, adjustments, and reconciliations  - Ensure AR processes are accurate and timely  - Serve as the final checkpoint for AR accuracy and issue resolution  - Oversee and validate monthly and weekly invoicing cycles  - Identify discrepancies, investigate root causes, and resolve issues promptly  - Act as the primary escalation point for client billing and AR issues  - Oversee and guide client communications related to billing, disputes, and payments  - Partner with Customer Success, Sales, and Operations to resolve issues efficiently  - Ensure a professional, consistent client experience while protecting company revenue  - Review and approve credit memos within assigned authority thresholds  - Escalate exceptions or high-risk items as needed  - Ensure consistent, proactive collections activity across all accounts  - Monitor and manage weekly AR aging, with a focus on reducing delinquency  - Weekly AR Aging Reports  - Monthly revenue and AR analysis  - Provide clear insights to leadership on AR health and revenue exposure  - Identify process gaps, inefficiencies, and control weaknesses; recommend and help implement improvements