Vice President, Customer Retention & Lifecycle Management
United States of America
Full Time
1 hour ago
No H1B
Key skills
Customer RetentionLifecycle MarketingCustomer SuccessCustomer ExperienceGrowth ManagementRevenue ManagementResidential Internet Customer BehaviorWireless Customer BehaviorCompetitive DynamicsPricing SensitivityProduct AdoptionService QualityChurn ReductionData-driven SegmentationPredictive Churn ModelingJourney OrchestrationCampaign ManagementA/B TestingPerformance OptimizationBusiness Case DevelopmentChange ManagementAIAnalyticsLeadershipCommunicationSales
About this role
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