Vice President, Customer Retention & Lifecycle Management
Core
Leading enterprise-wide strategy and execution for customer retention, churn reduction, and lifecycle engagement to maximize customer lifetime value in the residential internet market.
Role type
VP, Customer Retention & Lifecycle Management
Builds
Proactive, data-driven retention programs and lifecycle capabilities across onboarding, renewal, upgrade, and reactivation stages.
Domain
Telecom / Broadband / Residential Internet Services
Deliverable
production ML models | product features
Required skills
Enterprise strategy, cross-functional leadership, predictive analytics, AI-driven engagement, churn modeling, journey orchestration, campaign management, A/B testing, commercial acumen, change management
Preferred skills
MBA or advanced degree, experience in subscription or digital services industry
Technologies
Predictive analytics platforms, AI/ML tools, CRM systems, data visualization tools
Responsibilities
Own enterprise-wide retention performance and customer lifetime value outcomes; Develop multi-year roadmap for predictive analytics and AI-driven engagement; Drive accountability across Care, Sales, Product, and Marketing teams to address root causes of churn; Advise executive leadership on customer behavior, retention trends, and competitive threats; Champion a customer-first culture balancing growth, profitability, and experience.
Seniority
Executive (VP level)
