Vice President, Customer Retention & Lifecycle Management

Cable One, a brand under Sparklight, is focused on connecting customers and associates to what matters most. The Vice President of Customer Retention & Lifecycle Management will lead the strategy and execution of customer retention and lifecycle engagement, ensuring effective onboarding and support to enhance customer loyalty and lifetime value.

Responsibilities:

• Own enterprise-wide retention performance, customer lifetime value, and loyalty outcomes by aligning strategy, investments, and cross-functional execution across the customer lifecycle
• Own lifecycle management across critical customer stages, including onboarding, early tenure, product adoption, service experience, renewal, upgrade, downgrade, disconnect risk, and reactivation
• Develop and execute a multi-year roadmap for predictive analytics, AI-driven engagement, personalization, customer intelligence, and lifecycle capabilities that improve retention and customer value at scale
• Drive accountability across Care, Sales, Product, Pricing, Digital, Marketing, and Operations teams to address root causes of churn and achieve retention and customer value objectives
• Champion a customer-first culture that balances growth, profitability, experience, and loyalty across the organization
• Serve as the executive leader responsible for identifying and addressing systemic churn drivers across service quality, customer experience, pricing, billing, competitive pressures, and product performance
• Advise executive leadership on customer behavior, retention trends, customer economics, competitive threats, and opportunities to strengthen loyalty and long-term growth

Requirements:

• 10+ years of progressive leadership experience in customer retention, lifecycle marketing, customer success, customer experience, growth, or revenue management, preferably in the internet, broadband, telecom, subscription, or digital services industry
• Proven track record of reducing churn, improving retention, increasing customer lifetime value, and delivering measurable financial outcomes at scale
• Strong understanding of residential internet and wireless customer behavior, competitive dynamics, pricing sensitivity, product adoption, service quality, and switching drivers
• Experience leading data-driven segmentation, predictive churn modeling, journey orchestration, campaign management, A/B testing, and performance optimization
• Demonstrated ability to build executive-level business cases, influence cross-functional partners, and lead enterprise initiatives across matrixed organizations
• Strong commercial acumen with the ability to balance revenue, margin, retention, customer satisfaction, and operational feasibility
• Excellent leadership, communication, analytical, and change management skills
• Bachelor's degree required
• MBA or advanced degree preferred