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Vice President Customer Retention Jobs (NOW HIRING)

Optimum

SVP Customer Retention

Long Island City, NY

$15.50 - $21/hr

The SVP of Customer Retention will be responsible for leading multiple Retention Call Centers, both in-house and third party managed. Focusing on activities that contribute to the retention of ...

Optimum

SVP Customer Retention

Long Island City, NY · On-site

$15.50 - $21/hr

The SVP of Customer Retention will be responsible for leading multiple Retention Call Centers, both in-house and third party managed. Focusing on activities that contribute to the retention of ...

Turn/River Capital

VP, Customer Retention

San Francisco, CA · On-site

$375K - $385K/yr

... Retention % and Contract Terms). Key Responsibilities * Support analysis of companies during the ... Experience across all end-customer segments (SMB, Mid-Market, Enterprise) and sales cycles (High ...

Total Expert

VP, Customer Retention & Loyalty

$141K - $181K/yr

The VP of Customer Retention & Loyalty is responsible for turning Total Expert's capabilities and data into three durable outputs: rigorous portfolio risk-and-opportunity analysis for clients, a ...

BlackSky

Vice President, Customer Operations

Herndon, VA · On-site

$142K - $182K/yr

Reporting to the COO, the Vice President of Customer Operations is responsible for driving world-class customer experience, retention, and growth across a set of customers supported by the Account ...

BlackSky

Vice President, Customer Operations

Herndon, VA · Remote

$142K - $182K/yr

Reporting to the COO, the Vice President of Customer Operations is responsible for driving world-class customer experience, retention, and growth across a set of customers supported by the Account ...

Energy Exemplar

VP Customer Success

Salt Lake City, UT · On-site

The Vice President, Customer Success - Americas is a strategic, revenue-focused leader responsible ... Retention Focus: Develop and execute a comprehensive customer retention strategy, emphasizing ...

New

ComplyAdvantage

VP, Customer Experience

Manhattan, NY · On-site

$152K - $195K/yr

VP, Customer Experience ComplyAdvantage is currently hiring for a VP of Customer Experience and ... Customer Success: the health, retention, and growth of every account post-sale. Human, digital ...

Crunchtime

Vice President, Customer Success

Atlanta, GA · On-site

$133K - $170K/yr

This executive leader will be responsible for driving customer retention, maximizing customer value ... What you'll do as a VP of Customer Success Build and Scale the Customer Success Function * Design ...

WellRight

Vice President, Customer Success

$160K - $175K/yr

The VP of Customer Success will partner closely with executive leadership to execute customer retention and engagement strategies while translating company objectives into clear priorities, processes ...

Appriss Retail

Vice President, Customer Success

$190K - $210K/yr

The VP of Customer Success will lead the Director of Customer Success and the full CSM organization ... Portfolio-level gross revenue retention (GRR) and net revenue retention (NRR). * Commercial ...

interface.ai

VP, Customer Success

San Francisco, CA · On-site

$319K - $364K/yr

The Role Interface.ai is looking for a VP of Customer Success to own the retention, expansion, and long-term health of our credit union and community bank customer base - and to build the team ...

PatientIQ

Vice President of Customer Growth

Chicago, IL

$142K - $182K/yr

ABOUT THE ROLE PatientIQ is hiring its first VP of Customer Growth - a revenue-generating commercial leader who will own net revenue retention, expansion ARR, and the strategic account program across ...

Energy Exemplar

VP Customer Success

Austin, TX · On-site +1

The Vice President, Customer Success - Americas is a strategic, revenue-focused leader responsible ... Retention Focus: Develop and execute a comprehensive customer retention strategy, emphasizing ...

New

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How much do vice president customer retention jobs pay per year?

As of Jul 27, 2026, the average yearly pay for vice president customer retention in the United States is $163,217.00, according to ZipRecruiter salary data. Most workers in this role earn between $138,500.00 and $177,500.00 per year, depending on experience, location, and employer.
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Vice President Customer Retention jobs near you
Vice President, Customer Retention & Lifecycle Management

Vice President, Customer Retention & Lifecycle Management

Cable One, Inc.

Phoenix, AZ • On-site, Remote

$131K - $168K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 5 days ago

Job description

Job Description:
At Sparklight, a Cable One brand, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.
We are open to hiring remote if we find the right talent in any of the following states: 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, UT.
What you will do to contribute to the company's success
The Vice President, Customer Retention & Lifecycle Management is responsible for leading the strategy, execution, and performance management of customer retention, churn reduction, loyalty, and lifecycle engagement across the company's residential internet customer base. This executive role owns the end-to-end customer lifecycle after acquisition, ensuring customers are effectively onboarded, engaged, supported, retained, and grown over time.
The VP will partner closely with Marketing, Sales, Product, Pricing, Customer Operations, Digital, Care, Field Operations, Finance, and Data Analytics to build proactive, data-driven programs that increase customer lifetime value, improve customer experience, reduce voluntary and involuntary churn, and strengthen long-term customer loyalty in a highly competitive internet services marketplace.
This leader will play a critical role in helping Sparklight improve customer lifetime value, strengthen customer loyalty, and accelerate profitable growth by developing a best-in-class customer retention and lifecycle management capability.
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.
  • Advise 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.

Leadership Expectations
The successful candidate will be a strategic operator who combines customer empathy, analytical rigor, commercial discipline, and executive presence. This leader must be comfortable working across the organization to identify root causes of churn, align stakeholders around solutions, and drive disciplined execution. The role requires a leader who can translate complex data into clear business actions, build scalable lifecycle capabilities, and create accountability for measurable retention outcomes.
Success in this role also requires a leader who will model Sparklight's Leadership Expectations by developing associates through coaching, feedback, and talent development; building great teams through collaboration, trust, and accountability; and competing to win by driving innovation, strategic thinking, data-driven decision making, and strong business results. This leader will create an environment where people thrive, teams perform, and customer-focused outcomes drive long-term growth.
Key Success Metrics
  • Gross and net customer retention
  • Voluntary and involuntary churn reduction
  • Customer lifetime value improvement
  • Save rate and win-back performance
  • Lifecycle campaign engagement and conversion
  • Product adoption and upgrade performance
  • Net Promoter Score, customer satisfaction, and customer effort measures
  • Revenue, margin, and ARPU impact from retention programs

Core Competencies
  • Committed: Values each and every customer, while working hard to keep their business and support our communities.
  • Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
  • Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
  • Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits
Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:
  • Medical, dental, and vision plans - start when you start!
  • Life insurance (self, spouse, children)
  • Paid time off (vacation, holiday, and personal/sick days)
  • 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation)
  • Group Legal plan with Identity Theft Protection

Additional Perks
  • Tuition reimbursement (up to $5,250 on 1st year)
  • Annual community support to various organizations across the U.S.
  • Associate recognition & awards programs
  • Advancement opportunities
  • Collaborative work environment
  • FREE Cable One services for associates who live in a serviceable area
  • Up to $75/mo. Stipend
  • Remote Access to select premium channels (Cable One, Sparklight, Cable America and ValueNet Fiber Only)

Our Commitment
Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.
Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
Pre-hire Processes
Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

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