Base Management Manager, Growth & Monetization

Brightspeed • Charlotte, NC

11d • Hybrid

About The Position

The Manager, Growth & Monetization exists to drive sustainable revenue growth across the existing customer base by increasing adoption of higher speed tiers and value‑added services (VAS). This role owns the lifecycle growth strategy for monetization—translating customer behavior, tenure, and usage signals into targeted upgrade and attach opportunities that increase ARPU and customer lifetime value while maintaining churn and experience guardrails. Operating at a strategic and executional level, the role defines growth priorities, designs and evaluates monetization experiments, and partners across CRM, Analytics, Finance, Care, and Product to scale proven revenue levers. This position is a key contributor within the Base Management organization and serves as the primary owner of customer‑led revenue growth for established customers. Accountable for growing ARPU and incremental revenue through speed upgrades, VAS attach, and tenure‑based monetization strategies across the customer lifecycle. Owns monetization strategy for the existing base, balancing revenue growth with customer experience, churn risk, and regulatory/compliance requirements. Serves as the strategic bridge between customer insights and execution—converting usage, behavioral, and propensity signals into actionable growth opportunities. Leads a test‑and‑learn growth model, setting hypotheses, success metrics, and guardrails to rapidly identify, scale, or retire monetization initiatives. Influences cross‑functional decisions by partnering closely with CRM, Analytics, Finance, and Customer Care to align offers, targeting, and channel orchestration. Operates with clear ownership over results, using performance readouts and experimentation outcomes to inform ongoing growth priorities and investments. Impact: The Manager, Growth & Monetization is responsible for driving customer‑led revenue growth across the existing base through higher‑value service adoption while protecting customer experience and long‑term value. The role exercises independent judgment to set growth priorities, design monetization strategies, and evaluate trade‑offs between revenue, churn risk, and customer impact. Own lifecycle monetization strategy for the existing customer base Accountable for defining and evolving the growth strategy that increases ARPU and customer lifetime value through speed upgrades and value‑added services, informed by customer tenure, usage, and behavioral signals. Set growth priorities and lead monetization initiatives Determines which revenue opportunities to pursue based on expected impact, customer relevance, and feasibility, and translates priorities into clearly scoped initiatives across digital and assisted channels. Design and govern a test‑and‑learn growth model Establishes hypotheses, success metrics, and guardrails for monetization experiments; evaluates results to scale successful programs and discontinue under‑performing efforts. Apply independent judgment to balance revenue and customer outcomes Regularly exercises discretion on matters of significance, including offer design, targeting approaches, pricing or trial mechanics, cadence decisions, and suppression strategies to manage churn risk, customer experience, and compliance considerations. Partner cross‑functionally to execute and optimize growth Works closely with customer communications, analytics, finance, product, and customer support teams to align targeting, measurement, economics, and frontline enablement for monetization efforts. Measure performance and influence ongoing investment decisions Owns performance readouts and insights related to ARPU, attach rates, and post‑upgrade behavior, using results to inform future growth roadmap decisions and resource allocation. People leadership This role does not initially require direct supervision of full‑time employees but may provide functional leadership, mentorship, and prioritization guidance to analysts, marketers, or cross‑functional partners. Direct people management responsibilities may be added as the function scales.

Requirements

• Bachelor’s degree in business, marketing, economics, analytics, finance, or a closely related field or equivalent professional experience directly related to lifecycle growth or customer monetization.
• Minimum 5 years of experience in customer lifecycle marketing, base management, retention, or revenue growth roles within a subscription‑based, telecom, broadband, SaaS, or services business.
• Demonstrated experience owning monetization initiatives that drive incremental revenue through upgrades, add‑on services, or targeted offers to an existing customer base.
• Experience working cross‑functionally with analytics, customer communications/CRM, finance, and operational teams to deliver growth initiatives.
• Experience designing, evaluating, and iterating test‑and‑learn or experimentation‑based programs tied to measurable business outcomes.
• Strong working knowledge of lifecycle marketing and customer monetization concepts, including segmentation, targeting, customer value, and churn risk management.
• Ability to interpret customer, usage, and performance data to inform growth decisions and prioritize monetization opportunities.
• Familiarity with customer communication platforms, analytics or business intelligence tools, and experimentation or optimization frameworks sufficient to partner effectively with technical teams.
• Proficiency with standard business tools (e.g., spreadsheets, presentations, written business summaries) to communicate insights, recommendations, and performance results.
• Demonstrated ability to exercise independent judgment on matters of significance, including prioritization of growth opportunities, evaluation of trade‑offs between revenue and customer impact, and interpretation of test results to guide decision‑making.

Nice To Haves

• Experience in telecom, broadband, wireless, or other recurring‑revenue subscription businesses with tiered service levels and add‑on products.
• Prior ownership of speed upgrade, service tier migration, or value-added service attach strategies within an existing customer base.
• Experience working with customer usage, behavioral, or tenure-based data to inform monetization or lifecycle strategies.
• Exposure to experimentation frameworks, pricing or offer optimization, or marginal economics related to customer growth and retention.
• Experience influencing customer‑facing or frontline teams (e.g., care, sales support) to enable monetization or save‑related growth opportunities.
• Demonstrated success scaling monetization initiatives from pilot to sustained, repeatable programs.

Responsibilities

• Accountable for growing ARPU and incremental revenue through speed upgrades, VAS attach, and tenure‑based monetization strategies across the customer lifecycle.
• Owns monetization strategy for the existing base, balancing revenue growth with customer experience, churn risk, and regulatory/compliance requirements.
• Serves as the strategic bridge between customer insights and execution—converting usage, behavioral, and propensity signals into actionable growth opportunities.
• Leads a test‑and‑learn growth model, setting hypotheses, success metrics, and guardrails to rapidly identify, scale, or retire monetization initiatives.
• Influences cross‑functional decisions by partnering closely with CRM, Analytics, Finance, and Customer Care to align offers, targeting, and channel orchestration.
• Operates with clear ownership over results, using performance readouts and experimentation outcomes to inform ongoing growth priorities and investments.
• Own lifecycle monetization strategy for the existing customer base Accountable for defining and evolving the growth strategy that increases ARPU and customer lifetime value through speed upgrades and value‑added services, informed by customer tenure, usage, and behavioral signals.
• Determines which revenue opportunities to pursue based on expected impact, customer relevance, and feasibility, and translates priorities into clearly scoped initiatives across digital and assisted channels.
• Establishes hypotheses, success metrics, and guardrails for monetization experiments; evaluates results to scale successful programs and discontinue under‑performing efforts.
• Regularly exercises discretion on matters of significance, including offer design, targeting approaches, pricing or trial mechanics, cadence decisions, and suppression strategies to manage churn risk, customer experience, and compliance considerations.
• Works closely with customer communications, analytics, finance, product, and customer support teams to align targeting, measurement, economics, and frontline enablement for monetization efforts.
• Owns performance readouts and insights related to ARPU, attach rates, and post‑upgrade behavior, using results to inform future growth roadmap decisions and resource allocation.

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