Vice President, Customer Retention & Lifecycle Management (Telecom)

Location: Remote within the United States; candidates must be located in 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, or UT.

Company

hirify.global operates Sparklight and other connectivity brands serving residential internet customers and communities across the United States.

What you will do

• Lead enterprise-wide customer retention, churn reduction, loyalty, and customer lifetime value strategy.
• Own lifecycle management across onboarding, product adoption, service experience, renewals, upgrades, downgrades, disconnect risk, and reactivation.
• Build a multi-year roadmap for predictive analytics, AI-driven engagement, personalization, customer intelligence, and lifecycle capabilities.
• Partner with Marketing, Sales, Product, Pricing, Customer Operations, Digital, Care, Field Operations, Finance, and Data Analytics.
• Identify systemic churn drivers across service quality, customer experience, pricing, billing, competition, and product performance.
• Advise executive leadership on customer behavior, retention trends, customer economics, competitive threats, and growth opportunities.

Requirements

• 10+ years of progressive leadership experience in customer retention, lifecycle marketing, customer success, customer experience, growth, or revenue management.
• Experience in internet, broadband, telecom, subscription, or digital services is preferred.
• Proven success reducing churn, improving retention, increasing customer lifetime value, and delivering measurable financial outcomes at scale.
• Experience with segmentation, predictive churn modeling, journey orchestration, campaign management, A/B testing, and performance optimization.
• Strong executive communication, commercial acumen, analytical, leadership, and change management skills.
• Bachelor’s degree required; MBA or advanced degree preferred.

Culture & Benefits

• Medical, dental, and vision coverage begins on the first day of employment.
• Life insurance and paid vacation, holidays, and personal/sick days.
• 401(k) with a 100% company match up to 5% of eligible compensation, starting on day one.
• Tuition reimbursement of up to $5,250 in the first year.
• Collaborative work environment, associate recognition programs, advancement opportunities, and community support.
• Additional benefits include a monthly stipend of up to $75 and free hirify.global services for eligible associates in serviceable areas.

Hiring process

• Offers are contingent on successful background, drug screening, and reference checks.