Vice President of Customer Retention

Job Summary

Leading customer retention and lifecycle management strategies, the full-time remote Vice President of Customer Retention will oversee performance management, churn reduction, and loyalty initiatives for the company's residential internet customer base.

Key Responsibilities

• Own enterprise-wide retention performance and customer lifetime value by aligning strategy and cross-functional execution
• Manage lifecycle stages including onboarding, product adoption, and renewal to enhance customer engagement and retention
• Develop a multi-year roadmap for predictive analytics and AI-driven engagement to improve retention and customer value

Required Qualifications

• 10+ years of leadership experience in customer retention, lifecycle marketing, or related fields, preferably in the internet or telecom industry
• Proven track record of reducing churn and improving customer lifetime value
• Strong understanding of customer behavior and competitive dynamics in the broadband market
• Experience with data-driven segmentation and predictive churn modeling
• Bachelor's degree required; MBA or advanced degree preferred