Base Management Manager, Early Life and Moves

Brightspeed • Charlotte, NC

18d • Hybrid

About The Position

We are looking for a Base Manager, Early Life and Moves to join our growing team! In this role, you will be responsible for developing and executing strategies to reduce customer churn within the first 90 days of the customer lifecycle, with additional ownership of base management strategy for customers experiencing a move. You will be the strategic owner of early life and movers' base management outcomes, defining what actions are taken, for which customers, and to what measurable impact. Success is driven through influence, partnership, and data-backed decision-making across CRM, CX, and operational teams.
You will be an integral part of the Base Management organization. You will own the base management strategy, performance, and outcomes, and deliver results through close partnerships with the CRM organization, Care teams, and a dedicated Movers CX Manager who owns the end-to-end mover's customer journey.

Requirements

• 5–8+ years of experience in base management, retention, lifecycle strategy, or customer analytics
• Experience in subscription-based businesses (internet, telecom, wireless, or data services preferred)
• Demonstrated success reducing early life customer churn
• Strong cross-functional collaboration skills, including partnership with CRM and CX teams
• Analytical mindset with the ability to translate data into actionable strategies

Nice To Haves

• Experience in internet or broadband services
• Familiarity with movers programs or lifecycle disruption events

Responsibilities

• Own base management strategies to reduce churn during the first 90 days post-activation
• Identify early life churn drivers related to onboarding, service experience, engagement, billing, and perceived value
• Develop targeted retention strategies based on customer tenure, behavior, and risk signals
• Partner with Product, Network, Care, CX, and Operations teams to address root causes impacting early life churn
• Define onboarding-focused base management strategies that accelerate time-to-value and reinforce customer value
• Establish customer segments, decision logic, and intervention timing for early life retention efforts
• Partner with the CRM organization to translate strategy into lifecycle campaigns and programs
• Support testing, optimization, and continuous improvement of onboarding initiatives
• Own the base management components of the mover's program, with accountability for retention and reconnection performance
• Develop proactive strategies to identify movers early and reduce disconnect-driven churn
• Define save strategies, offers, and service options for movers in partnership with CRM and Care
• Monitor movers' performance metrics and optimize approaches based on customer insights
• Serve as the primary base management partner to the Movers CX Manager, who owns the end-to-end movers CX journey
• Ensure base management strategies (campaigns, offers, care strategy) support and reinforce the intended CX design
• Align on priorities, testing roadmaps, and success metrics while maintaining clear ownership boundaries
• Share performance insights to inform CX journey enhancements
• Act as a key strategic partner to the CRM organization, which owns campaign execution and channel delivery
• Provide clear segmentation, targeting criteria, timing, and success metrics for CRM programs
• Partner with Care teams to shape retention motions, save strategies, and operational inputs
• Collaborate cross-functionally to ensure alignment across Base Management, CRM, CX, Care, Product, Analytics, and Technology teams
• Own performance tracking for early life (0–90 day) churn and movers' retention KPIs
• Use customer data and insights to identify trends, risks, and optimization opportunities
• Support test-and-learn approaches to improve base management effectiveness
• Communicate performance results, insights, and recommendations to leadership

Benefits

• We offer competitive compensation and comprehensive benefits.
• Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health.
• Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed