Vice President, Customer Retention & Lifecycle Management
About The Position
The Vice President, Customer Retention & Lifecycle Management is responsible for leading the strategy, execution, and performance management of customer retention, churn reduction, loyalty, and lifecycle engagement across the company’s residential internet customer base. This executive role owns the end-to-end customer lifecycle after acquisition, ensuring customers are effectively onboarded, engaged, supported, retained, and grown over time. The VP will partner closely with Marketing, Sales, Product, Pricing, Customer Operations, Digital, Care, Field Operations, Finance, and Data Analytics to build proactive, data-driven programs that increase customer lifetime value, improve customer experience, reduce voluntary and involuntary churn, and strengthen long-term customer loyalty in a highly competitive internet services marketplace. This leader will play a critical role in helping Sparklight improve customer lifetime value, strengthen customer loyalty, and accelerate profitable growth by developing a best-in-class customer retention and lifecycle management capability.
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
Nice To Haves
- MBA or advanced degree preferred.
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.
Benefits
- Medical, dental, and vision plans – start when you start!
- Life insurance (self, spouse, children)
- Paid time off (vacation, holiday, and personal/sick days)
- 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation)
- Group Legal plan with Identity Theft Protection
- Tuition reimbursement (up to $5,250 on 1st year)
- Annual community support to various organizations across the U.S.
- Associate recognition & awards programs
- Advancement opportunities
- Collaborative work environment
- FREE Cable One services for associates who live in a serviceable area
- Up to $75/mo. Stipend
- Remote Access to select premium channels (Cable One, Sparklight, Cable America and ValueNet Fiber Only)
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What This Job Offers
Job Type
Full-time
Career Level
Executive
