Business Retention Lead

WideOpenWest • Augusta, GA

21h • Hybrid

About The Position

The Business Retention Lead plays a critical role in supporting the Business Retention team across three key areas: advertising continuity and coordination, strategic marketing for the Business Video Migration, and project management across concurrent customer-impacting initiatives. This role keeps deliverables moving, customers informed, and leadership updated through ongoing periods of change—with a consistent focus on protecting and retaining the existing customer base.

Requirements

• Bachelor's degree in Marketing, Business Communication, or a related field—or an equivalent combination of education and experience.
• 2+ years coordinating or managing cross-functional projects, ideally involving customer-impacting initiatives with multiple stakeholders and timelines.
• 1+ year of experience in a marketing or advertising role, with hands-on experience taking campaigns from strategy through creative execution.
• Demonstrated proficiency with project-tracking and reporting.
• Comfort working with customer data.

Nice To Haves

• Experience with CRM and/or billing systems preferred, including Salesforce and/or iCOMS.

Responsibilities

• Maintain advertising deliverables, campaigns, and vendor coordination on an ongoing basis, including providing coverage during team absences.
• Coordinate the strategic marketing effort for Business Retention alongside the Director. Translate campaign timing and customer segments into campaigns and hand creative to Marketing for execution.
• Manage concurrent customer-impacting initiatives, including: Project trackers, Timelines, Cross-functional sequencing, Escalations
• Keep customer messaging consistent and well-timed across initiatives. Identify and flag at-risk and high-value accounts. Partner with Account Managers (AMs) on customer retention and save efforts.
• Pull and analyze retention, disconnect, and pipeline data. Surface churn drivers, at-risk trends, and segment-level patterns. Use insights to help shape strategic timing and prioritization.
• Assist in building playbooks and talking points. Support process documentation that equips Business Customer-facing teams to consistently manage: Renewals, Transitions, Customer-impacting changes
• Provide clear, regular status updates and reporting to the Director and leadership. Keep Account Management and Field teams informed regarding timing and customer impact.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level