Vice President, Customer Retention & Lifecycle Management

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.
• Advises 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.