GM/VP Customer Success and Market Engagement

About the role

Lead and manage a team of local Customer Success Managers within an assigned market to deliver a best-in-class experience for customers, employees, and the communities we serve. Serve as the primary escalation point for systemic market performance issues. Ensure the company's brand, market strategy, culture, and customer objectives are clearly understood and consistently executed. Collaborate with cross-functional partners, including Sales, Call Center Operations, Construction, Field Operations, Engineering, and Marketing, to strengthen community engagement and successfully deliver the market strategy. Serve as the Business Continuity lead during market events (e.g., storms and other emergencies). Communicate with passion, clarity, and enthusiasm while championing customer excellence and innovative ways of working.

Responsibilities

• Partner with local and corporate stakeholders to identify, resolve, and escalate market issues as needed. Apply deep product and operational knowledge to facilitate timely resolution through collaboration, networking, and negotiation. Conduct root cause analyses and implement corrective actions to prevent recurring issues.
• Partner closely with the Chief Customer Success Officer to develop and execute a market engagement strategy that addresses local market needs while aligning with broader strategic objectives. Drive service quality, customer satisfaction, and long-term customer value.
• Serve as the market's subject matter expert, coordinating activities across the region to minimize risk to both the customer and employee experience. Partner with the Chief Customer Success Officer to assess and validate risks before new initiatives are implemented within the market.
• Collaborate with the Customer Success team and the Chief Customer Success Officer to develop and execute community initiatives, programs, and events that strengthen brand presence and deepen relationships within the communities we serve.
• Maintain a comprehensive understanding of competitive activity within the assigned market. Provide regular insights and recommendations to Marketing and Market Growth leadership to support strategic decision-making.
• Monitor all aspects of the new-build pipeline to maximize growth opportunities. Partner with Market Growth and New Construction leadership by providing market intelligence, customer insights, and qualified opportunities that support continued expansion.
• Assess each property's likelihood of renewal based on customer experience, relationship health, and overall engagement. Develop annual account plans to strengthen relationships, improve the customer experience, and maximize retention. Accountable for achieving a 100% renewal rate across all accounts within the assigned market.
• Partner with corporate teams to ensure projects, operational initiatives, and product launches are executed according to plan and schedule while protecting the customer experience and minimizing disruption within the local market.
• Monitor and ensure the market consistently achieves the key performance indicators (KPIs) that drive business success and measure the overall customer experience. Drive continuous improvement through influence, transparency, collaboration, and escalation when necessary.
• Perform other duties as assigned by leader.

Key performance metrics

• Onboarding health and implementation dashboards
• Community engagement
• Resident satisfaction
• Service utilization
• Payment and product adoption metrics
• Sponsorship and market engagement budget management
• Business reviews and Board/Executive relationship management
• Renewal readiness
• Customer health dashboard performance
• Quality of Service
• Network resilience and performance
• Trouble call performance
• Repeat service call rate
• Quality of Experience (QoE)
• On-time launch delivery
• Installation completion rate

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor's degree required; Master's preferred.
• Minimum of five (5) years of experience in sales, marketing, and/or operations within the telecommunications industry or a related industry, with a minimum of ten (10) years of overall professional experience in the telecommunications industry or a closely related field.
• Minimum of five (5) years of experience in a market leadership role within a complex, customer-focused, service-oriented, and technically driven environment, with a demonstrated commitment to customer excellence.
• Demonstrated success in developing and executing strategies that enhance the customer experience while increasing customer satisfaction, engagement, and loyalty through the effective delivery of products and services.
• Excellent presentation, verbal, and written communication skills, with the ability to influence stakeholders at all levels.
• Strong financial, analytical, and negotiation skills, with the ability to interpret data and drive informed decisions.
• Creative and strategic thinker with the ability to develop innovative, practical solutions.
• Demonstrated integrity, adaptability, resilience, and a strong commitment to teamwork and operational excellence.
• Proven ability to analyze complex problems, challenge assumptions, and implement effective solutions.
• Ability to navigate cross-functional dependencies and collaborate across teams to deliver an exceptional customer experience.
• Strong leadership and interpersonal skills, with the ability to build relationships, foster collaboration, and inspire followership.
• Organizationally astute, with the ability to embrace the company's culture while successfully leading change and implementing new initiatives.

Benefits

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Service Discounts – for employees who live on a property serviced by the company. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks