Senior Vice President of Customer Retention & Lifecycle Management – Residential Broadband & Internet Growth Strategist – Championing Loyalty, Revenue Expansion, and Lifetime Value for brighthush

About brighthush

brighthush is more than a high‑speed internet provider; we are the digital catalyst that empowers families, small businesses, and entire communities across the United States. With a portfolio that spans residential broadband, wireless, and cutting‑edge fiber solutions, brighthush sits at the forefront of a rapidly evolving digital landscape. Our mission is simple yet powerful: deliver reliable, affordable connectivity while fostering a culture of innovation, inclusivity, and customer obsession. As we expand our footprint, we are looking for visionary leaders who can help us shape the future of connectivity and drive sustainable growth.

Why This Role Matters

The Senior Vice President of Customer Retention & Lifecycle Management is a pivotal executive position that directly influences brighthush’s profitability, brand reputation, and long‑term customer relationships. In a market where switching costs are low and competition is fierce, the ability to retain, nurture, and grow existing customers is as critical as acquiring new ones. This role will own the end‑to‑end customer journey—from onboarding and product adoption to renewal and upsell—ensuring that every interaction adds value, deepens loyalty, and maximizes lifetime value.

Role Overview

As the chief architect of customer experience strategy, you will lead a cross‑functional team that spans Marketing, Sales, Product, Pricing, Customer Operations, Digital, Care, Field Operations, Finance, and Data Analytics. Your strategic vision will translate market insights and data analytics into actionable plans that reduce churn, increase customer lifetime value (CLV), and drive revenue. You will serve as the primary advisor to the executive team on customer behavior, retention trends, and competitive threats, building compelling business cases that secure investment in retention initiatives.

Key Responsibilities

• Strategic Leadership – Design, champion, and execute a multi‑year retention roadmap that aligns with brighthush’s overall growth objectives. Translate market insights, competitive intelligence, and predictive analytics into concrete initiatives that lower churn, boost CLV, and protect revenue streams.
• Lifecycle Management – Own every stage of the residential broadband customer lifecycle: onboarding, early tenure, product adoption, service experience, renewal, upgrade, downgrade, disconnect risk, and reactivation. Build seamless processes, proactive touchpoints, and personalized experiences that keep customers engaged and satisfied.
• Data‑Driven Innovation – Lead the adoption of advanced analytics, AI‑driven engagement engines, and real‑time personalization at scale. Oversee the development of a customer intelligence platform that surfaces actionable insights for marketing, product, and operations teams.
• Cross‑Functional Collaboration – Partner with Marketing, Sales, Product, Pricing, Customer Operations, Digital, Care, Field Operations, Finance, and Data Analytics to create integrated, customer‑centric programs. Foster a culture of shared accountability, rapid experimentation, and continuous improvement.
• Root Cause Analysis & Problem Solving – Identify systemic churn drivers across service quality, billing, pricing, competitive pressures, and product performance. Design and roll out corrective initiatives that address these root causes and deliver measurable improvements.
• Executive Influence & Advisory – Serve as the go‑to advisor for the C‑suite on customer behavior, retention trends, and emerging threats. Build compelling business cases that secure budget, resources, and executive sponsorship for high‑impact retention programs.
• Culture Champion – Embed a customer‑first mindset throughout brighthush. Lead initiatives that balance growth, profitability, experience, and loyalty, ensuring every employee understands their role in delivering customer success.
• Performance Management & Reporting – Define, track, and report on key metrics such as gross and net retention, voluntary and involuntary churn, CLV, NPS, and revenue impact. Use data dashboards to drive continuous improvement and celebrate wins.
• Talent Development – Recruit, mentor, and develop high‑performing, cross‑functional teams. Create career pathways, learning programs, and a culture of empowerment that attracts top talent.
• Innovation Pipeline – Champion a pipeline of experiments, pilots, and proof‑of‑concepts that test new retention tactics, pricing models, and service enhancements. Scale successful pilots across the organization.

Essential Qualifications

• 10+ years of progressive leadership experience in customer retention, lifecycle marketing, customer success, or revenue management, preferably within the broadband, telecom, or digital services sector.
• Proven track record of reducing churn, improving retention, and delivering measurable financial outcomes at scale.
• Deep understanding of residential internet customer behavior, competitive dynamics, pricing sensitivity, product adoption, and switching drivers.
• Expertise in data‑driven segmentation, predictive churn modeling, journey orchestration, campaign management, A/B testing, and performance optimization.
• Strong commercial acumen with the ability to balance revenue, margin, retention, and operational feasibility.
• Excellent leadership, communication, analytical, and change‑management skills.
• Bachelor’s degree required; MBA or advanced degree preferred.

Preferred Qualifications

• Experience leading enterprise‑wide retention initiatives in a matrixed organization.
• Background in building AI‑driven personalization engines or customer intelligence platforms.
• Knowledge of regulatory and compliance considerations in the telecom industry.
• Track record of building high‑performing, cross‑functional teams and fostering a culture of continuous learning.

Skills & Competencies

• Strategic Vision – Ability to see the big picture and translate it into actionable, measurable plans.
• Customer Empathy – Deep understanding of customer pain points and the drive to create solutions that delight.
• Data Literacy – Proficiency in data analysis tools (SQL, Python, Tableau, etc.) and the ability to derive insights from complex datasets.
• Influence & Negotiation – Skilled at building consensus across diverse stakeholders and securing resources for high‑impact initiatives.
• Execution Excellence – Track record of delivering projects on time, within budget, and with measurable impact.
• Change Leadership – Ability to lead organizational change, manage resistance, and embed new processes into the culture.
• Financial Acumen – Comfortable interpreting P&L statements, ROI calculations, and budgeting for large‑scale programs.
• Innovation Mindset – Passion for experimenting with emerging technologies, such as machine learning, real‑time analytics, and omnichannel orchestration.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be dynamic and rewarding. As Senior Vice President, you will:

• Lead a high‑visibility, cross‑functional team that shapes the future of customer experience for millions of households.
• Collaborate directly with the CEO, COO, and other C‑suite leaders, gaining exposure to strategic decision‑making at the highest level.
• Drive innovation through experimentation, data science, and emerging technologies, positioning brighthush as an industry pioneer.
• Mentor and develop the next generation of leaders, fostering a culture of continuous improvement and talent pipeline development.
• Participate in executive leadership forums, industry conferences, and thought‑leadership initiatives, expanding your professional network.
• Access a robust learning budget for certifications, executive education, and conferences that keep you at the forefront of retention science.
• Potentially progress to Chief Customer Officer or other C‑suite roles as brighthush continues to scale.

Work Environment & Culture

brighthush is committed to creating an inclusive, collaborative, and high‑performance work environment. We value diversity, encourage open communication, and celebrate every success. Our culture is built on:

• Customer Obsession – Every decision is guided by what’s best for our customers.
• Innovation & Agility – We embrace experimentation, rapid iteration, and data‑driven decision‑making.
• Collaboration – Cross‑functional teamwork is the engine of our success.
• Growth Mindset – Continuous learning and professional development are embedded in our DNA.
• Work‑Life Balance – Flexible work arrangements, generous paid time off, and wellness programs support our team’s well‑being.
• Transparency – Open communication channels, regular town‑halls, and clear performance metrics keep everyone aligned.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with seniority and market benchmarks.
• Performance‑based bonus structure tied to retention, CLV, and revenue metrics.
• Equity or stock‑option opportunities to align long‑term interests with company success.
• Comprehensive medical, dental, and vision coverage starting on day one.
• Life insurance (self, spouse, children) and disability coverage.
• 401(k) plan with 100% company match up to 5% of eligible compensation.
• Paid time off (vacation, holidays, personal/sick days) and flexible work arrangements, including hybrid and remote options.
• Professional development stipend, tuition reimbursement, and access to industry certifications.
• Employee assistance program, mental‑health resources, and wellness initiatives.
• Exclusive access to brighthush services for eligible employees and their families.

Additional Perks

• Annual community service days and charitable giving opportunities that empower employees to give back.
• Recognition and awards programs that celebrate outstanding contributions and innovative ideas.
• Clear career advancement pathways and succession planning for high‑potential talent.
• State‑of‑the‑art collaborative workspaces equipped with the latest technology and ergonomic design.
• Monthly stipend for remote employees to support home‑office setup and connectivity.
• Access to premium streaming, entertainment channels, and exclusive discounts on brighthush products.
• Family‑friendly policies, including parental leave, childcare resources, and flexible scheduling.

Our Commitment to Diversity & Inclusion

brighthush believes that diversity fuels innovation and drives business success. We are an equal‑opportunity employer and welcome applicants from all backgrounds, cultures, and perspectives. We celebrate the unique talents that each individual brings to our organization and are committed to fostering an inclusive environment where everyone can thrive. Our diversity initiatives include employee resource groups, mentorship programs, and ongoing bias‑training to ensure a respectful and supportive workplace.

How to Apply

If you are a strategic, data‑driven leader who thrives in a fast‑paced, customer‑centric environment, we encourage you to apply. Join brighthush and help us shape the future of connectivity while building a rewarding career that makes a real impact.

Ready to take the next step? Submit your application through our careers portal and let’s connect.