Vice President, Customer Retention & Lifecycle Management

Job description

Job Description: At Sparklight, a Cable One brand, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace. We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT. What you will do to contribute to the company's success 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. Key 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. 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 required; MBA or advanced degree preferred. Leadership Expectations The successful candidate will be a strategic operator who combines customer empathy, analytical rigor, commercial discipline, and executive presence. This leader must be comfortable working across the organization to identify root causes of churn, align stakeholders around solutions, and drive disciplined execution. The role requires a leader who can translate complex data into clear business actions, build scalable lifecycle capabilities, and create accountability for measurable retention outcomes. Success in this role also requires a leader who will model Sparklight's Leadership Expectations by developing associates through coaching, feedback, and talent development; building great teams through collaboration, trust, and accountability; and competing to win by driving innovation, strategic thinking, data-driven decision making, and strong business results. This leader will create an environment where people thrive, teams perform, and customer-focused outcomes drive long-term growth. Key Success Metrics Gross and net customer retention Voluntary and involuntary churn reduction Customer lifetime value improvement Save rate and win-back performance Lifecycle campaign engagement and conversion Product adoption and upgrade performance Net Promoter Score, customer satisfaction, and customer effort measures Revenue, margin, and ARPU impact from retention programs Core Competencies Committed: Values each and every customer, while working hard to keep their business and support our communities. Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy. Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding. Personal : Knows our customers well, and tailors our communications and interactions to address their needs and expectations. Benefits Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as: 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 Additional Perks 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) Our Commitment Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day. Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. Pre-hire Processes Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.