Vice President, Customer Retention & Lifecycle Management
RemoteUnited States
United StatesRemoteFull TimeSenior LevelLarge
Full TimeSenior LevelLarge
Job Summary
Lead strategy and execution for enterprise-wide customer retention, churn reduction, and lifecycle engagement across Sparklight's residential internet base. Own end-to-end customer stages from onboarding through renewal, driving accountability across Marketing, Sales, Product, and Operations to increase customer lifetime value and reduce voluntary and involuntary churn. Develop multi-year roadmaps for predictive analytics, AI-driven engagement, and personalization while advising executive leadership on customer behavior, retention trends, and competitive threats.
Required Qualifications
- 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
- Must be able to lift 50 lbs
Desired Qualifications
- MBA or advanced degree
- Must be available for weekend shifts
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