Manager, Multifamily Bulk Customer Success Team - #303727

About You

You are an experienced people manager with extensive project manager and account management expertise. You’re a professional who thrives in a fast-paced environment and enjoys leveraging your various skills to drive efficiency and optimize client success. You lead, mentor, and motivate a team, setting strategic direction to solve numerous, diverse challenges. You’re passionate about building lasting relationships across the Multifamily market and providing industry-leading solutions that delight customers.

About Us

We are a highly diverse, collaborative, and entrepreneurial team on a mission to transform the way ISPs serve Bulk Multifamily consumers and Property Owners/Staff. 2026 will be a pivotal year for our company, as we integrate with Verizon, more than doubling our fiber footprint and available product mix.

About the Role

As a motivated people leader, you will be charged with coaching and managing a team of Bulk Customer Success members who successfully launch and maintain on-going management of strategic Bulk Multifamily communities that range in size from single properties of several-hundred units to large multi-site portfolios over 10,000 units. Once a bulk contract is signed, your team will spearhead coordination across key internal and external stakeholders to ensure a successful fiber internet launch, and you will oversee the retention and account management strategy so that Frontier deepens our customer engagement with multifamily customers nationwide. This is a player-coach role, meaning the manager must be willing and able to jump in and directly assist the team with client issues or project execution when necessary. The ideal candidate will balance high-level strategy with hands-on support to ensure the team's success.

Responsibilities

• Lead, coach, and develop a high-performing team of Bulk Customer Success professionals.
• Manage the team's capacity and workload, including hiring, performance management, and career development.
• Oversee the creation and management of project documentation for newly contracted multifamily community fiber builds.
• Strategically align with local engineering, sales professionals, field operations, and outside vendors to ensure successful implementation and on-time activation of fiber services to our customers.
• Ensure the team maintains a deep understanding of our various internet solutions (e.g., Self Install and Instant Activation) and drives respective Property and Frontier Engineering actions to ensure successful technology deployment across properties.
• Drive team adherence to processes for updating and maintaining internal systems and records to ensure data accuracy and serviceability.
• Oversee team engagement with clients, including serving as a point of escalation to solve critical problems and managing communications efforts, site community visits, and walkthroughs necessary to drive new business and ensure client satisfaction.
• Periodic direct team involvement in pre-sales solution definition and support for targeted business development opportunities.

Qualifications

• Bachelor's degree or equivalent experience required
• 5+ years’ experience in operations, project management, and/or account management, including a minimum of 2 years of direct people management experience.
• Knowledge of the multifamily marketplace, and documented track record of success working with MDU Owners, Operators, and Developers.
• Knowledge of fiber-based telecommunications infrastructure and technologies.
• Must possess a valid state driver’s license with a clean driving record.
• Willingness to travel up to 25%.
• Salesforce or similar CRM experience is a plus.
• PMP certification is a plus.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or,protected veteran status and will not be discriminated against on the basis of disability.