Vice President, Customer Retention – Lifecycle Management

This is a fully remote position, open to applicants in Alabama, +23 more states.

📋 Description

• The Vice President of Customer Retention & Lifecycle Management is tasked with leading the strategy, execution, and performance oversight of customer retention, churn mitigation, loyalty, and lifecycle engagement for the company’s residential internet customer segment.

• This executive position is responsible for managing the complete customer lifecycle following acquisition, ensuring effective onboarding, engagement, support, retention, and growth over time.

• The VP will collaborate closely with Marketing, Sales, Product, Pricing, Customer Operations, Digital, Care, Field Operations, Finance, and Data Analytics to develop proactive, data-informed initiatives that enhance customer lifetime value, elevate customer experience, decrease both voluntary and involuntary churn, and bolster long-term customer loyalty in a highly competitive internet services market.

• This leader will be instrumental in assisting Sparklight in enhancing customer lifetime value, fortifying customer loyalty, and accelerating profitable growth by establishing a top-tier customer retention and lifecycle management function.

• Take ownership of enterprise-wide retention performance, customer lifetime value, and loyalty outcomes by aligning strategy, investments, and cross-functional execution throughout the customer lifecycle.

• Oversee lifecycle management across critical customer phases, including onboarding, early tenure, product adoption, service experience, renewal, upgrades, downgrades, disconnect risks, and reactivations.

• Formulate and implement a multi-year roadmap for predictive analytics, AI-driven engagement, personalization, customer intelligence, and lifecycle capabilities that enhance retention and customer value at scale.

• Foster accountability across Care, Sales, Product, Pricing, Digital, Marketing, and Operations teams to tackle the root causes of churn and meet retention and customer value goals.

• Advocate for a customer-centric culture that balances growth, profitability, experience, and loyalty throughout the organization.

• Act as the executive leader responsible for identifying and addressing systemic churn drivers related to service quality, customer experience, pricing, billing, competitive pressures, and product performance.

• Provide insights to executive leadership on customer behavior, retention trends, customer economics, competitive threats, and opportunities to enhance loyalty and long-term growth.

⛳️ Requirements

• A minimum of 10 years of progressive leadership experience in customer retention, lifecycle marketing, customer success, customer experience, growth, or revenue management, ideally within the internet, broadband, telecom, subscription, or digital services sectors.

• Proven success in reducing churn, enhancing retention, boosting customer lifetime value, and delivering measurable financial results at scale.

• Strong comprehension of residential internet and wireless customer behaviors, competitive dynamics, pricing sensitivity, product adoption, service quality, and switching motivations.

• Experience in leading data-driven segmentation, predictive churn modeling, journey orchestration, campaign management, A/B testing, and performance optimization.

• Demonstrated capability to construct executive-level business cases, influence cross-functional stakeholders, and spearhead enterprise initiatives across matrixed organizations.

• Strong commercial insight with the ability to balance revenue, margin, retention, customer satisfaction, and operational feasibility.

• Exceptional leadership, communication, analytical, and change management skills.

• Bachelor's degree required; MBA or advanced degree preferred.

🏝️ Benefits

• Medical, dental, and vision plans – coverage begins on your first day!

• Life insurance (for self, spouse, and children)

• Paid time off (including vacation, holidays, and personal/sick days)

• 401(k) with a 100% company match starting on day 1 of employment (up to 5% of eligible compensation)

• Group Legal plan including Identity Theft Protection

• Additional perks

• Tuition reimbursement (up to $5,250 in the first year)

• Annual community support to various organizations across the U.S.

• Associate recognition & awards programs

• Opportunities for advancement

• A collaborative work environment

• FREE Cable One services for associates residing in a serviceable area

• Up to $75/month stipend

• Remote access to select premium channels (Cable One, Sparklight, Cable America, and ValueNet Fiber Only)