Customer Lifecycle Manager

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. The Customer Lifecycle Manager is responsible for designing, executing, and optimizing lifecycle communications and experience improvements that increase onboarding success, drive product adoption and upsell, and strengthen customer retention across data and mobile product lines.

Responsibilities:

• Develop and oversee automated lifecycle communication journeys that guide customers from onboarding through long‑term engagement
• Lead onboarding programs for new internet and mobile subscribers, ensuring customers realize value quickly and consistently
• Plan and execute targeted upsell and cross‑sell campaigns, including speed upgrades, bundled mobile lines, and value‑add services
• Develop and execute organic social media strategies to highlight customer success stories and value realization
• Leverage customer advocacy programs to generate referrals, testimonials and social media content
• Identify churn risks using behavioral and usage insights and deploy proactive save strategies and targeted offers
• Partner closely with Care, Sales, Marketing, and Product teams to support enterprise-wide retention and customer experience initiatives
• Analyze journey performance and customer engagement metrics to optimize messaging, timing, and channel effectiveness
• Coordinate the development and delivery of creative assets, managing timelines, deployment calendars, and stakeholder alignment
• Actively support, promote, and advance all aspects of Astound’s Inclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered
• Other duties as assigned

Requirements:

• 4–6 years of experience in CRM, lifecycle marketing, customer experience management, or related field
• Campaign management experience with a successful track record of improving performance through data-driven insights
• Experience in successfully collaborating across functions in a fast‑paced environment
• Experience in Direct Sales, SMB, or subscription‑based business models
• Background in territory design, incentive planning, or GTM strategy
• Customer Lifecycle Expertise – Deep understanding of onboarding, engagement, upsell, and retention strategies within subscription‑based or telecom environments
• Marketing Automation Proficiency – Skilled in building, optimizing, and managing automated communication workflows across email, SMS, and in‑product channels
• Analytical & Data‑Driven Mindset – Ability to interpret customer behavior, journey analytics, and performance metrics to inform strategy and improve outcomes
• Campaign & Project Management – Strong organizational skills with the ability to manage multiple concurrent campaigns, timelines, and cross‑functional deliverables
• Strategic Problem Solving – Aptitude for diagnosing customer pain points, identifying churn risks, and designing proactive solutions
• Collaboration & Communication – Demonstrated ability to partner effectively with Care, Sales, Marketing, Product, and Data teams to drive unified customer experience initiatives
• Customer-Centric Thinking – Exceptional empathy for customer needs and a commitment to delivering seamless, intuitive experiences at every touchpoint
• Detail Orientation & Execution Excellence – Ensures accuracy, consistency, and quality across messaging, creative, and operational processes
• Adaptability & Continuous Improvement – Comfortable iterating quickly, testing new approaches, and applying learnings to enhance journey performance
• Proven expertise working with marketing automation or customer engagement platforms/CRMs, and sales analytics tools
• High school diploma or equivalent required
• Bachelor's degree or equivalent experience, preferred
• MBA or digital certifications are a plus