Customer Lifecycle Manager

WaveDivision Holdings LLC

Bellingham, WA

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JOB DETAILS

JOB TYPE

Full-time, Employee

SKILLS

Analysis Skills, Asset Management, Business Administration, Business Model, Campaigns, Coaching, Continuous Improvement, Customer Experience, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Retention/Renewal, Customer/Consumer Behavior, Detail Oriented, Digital Certificates, Direct Sales, Equipment Maintenance/Repair, Genetics, Identify Issues, Incentive Programs, Internet Programming, Marketing, Marketing Automation Software, Metrics, Military, Mobile Devices, Onboarding, Operations Processes, Organizational Skills, Performance Analysis, Performance Management, Performance Metrics, Problem Solving Skills, Product Support, Project/Program Management, Retention Programs, Sales, Sales Analysis, Sales Tools, Short Messaging Service (SMS), Social Media, Telecommunications Industry, Time Management, Up-Selling, Web Infrastructure, Wi-Fi

LOCATION

Bellingham, WA

POSTED

30+ days ago

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.

At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers-delivering reliable connectivity and groundbreaking digital experiences.

Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.

We offer a robust benefits package that includes rewards, recognition programs, and employee discounts-ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.

A Day in the Life of the

The Customer Lifecycle Manager is responsible for designing, executing, and optimizing lifecycle communications and experience improvements that increase onboarding success, drive product adoption and upsell, and strengthen customer retention-primarily across data and mobile product lines. This role blends strategic thinking with handson execution to deliver a seamless, valuedriven customer experience.

Develop and oversee automated lifecycle communication journeys that guide customers from onboarding through longterm engagement.

Lead onboarding programs for new internet and mobile subscribers, ensuring customers realize value quickly and consistently.

Plan and execute targeted upsell and crosssell campaigns, including speed upgrades, bundled mobile lines, and valueadd services.

Develop and execute organic social media strategies to highlight customersuccess stories and value realization.

Leveragecustomer advocacy programsto generate referrals,testimonialsand social media content.

Identifychurn risks using behavioral and usage insights and deploy proactive save strategies and targeted offers.

Partner closely with Care, Sales, Marketing, and Product teams to support enterprise-wide retention and customer experience initiatives.

Analyze journey performance and customer engagement metrics tooptimizemessaging, timing, and channel effectiveness.

Coordinate the development and delivery of creative assets, managing timelines, deployment calendars, and stakeholder alignment.

Actively support, promote, and advance all aspects ofAstound'sInclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered.

Other duties as assigned.

What You Bring to the Table:

4-6 years of experience in CRM, lifecycle marketing, customer experience management, orrelatedfield.

Campaign managementexperience with a successfultrackrecordof improving performance through data-driven insights.

Experience in successfullycollaborating across functions in a fastpaced environment.

Experience in Direct Sales, SMB, or subscriptionbased business models

Background in territory design, incentive planning, or GTM strategy

Customer Lifecycle Expertise - Deep understanding of onboarding, engagement,upsell, and retention strategies within subscriptionbased or telecom environments.

Marketing Automation Proficiency - Skilled in building,optimizing, and managing automated communication workflows across email, SMS, and inproduct channels.

Analytical & DataDriven Mindset - Ability to interpret customer behavior, journey analytics, and performance metrics to inform strategy and improve outcomes.

Campaign & Project Management - Strong organizational skills with the ability to manage multiple concurrent campaigns, timelines, and crossfunctional deliverables.

Strategic Problem Solving - Aptitude for diagnosing customer pain points,identifyingchurn risks, and designing proactive solutions.

Collaboration & Communication - Demonstrated ability to partner effectively with Care, Sales, Marketing, Product, and Data teams to drive unified customer experience initiatives.

Customer-Centric Thinking - Exceptional empathy for customer needs and a commitment to delivering seamless, intuitive experiences at every touchpoint.

Detail Orientation & Execution Excellence - Ensures accuracy, consistency, and quality across messaging, creative, and operational processes.

Adaptability & Continuous Improvement - Comfortable iterating quickly, testingnew approaches, and applying learnings to enhance journey performance.

Provenexpertiseworking with marketing automation or customer engagementplatforms/CRMs,and sales analytics tools.

Education:

High school diploma or equivalent required

Bachelor's degree or equivalent experience, preferred.

MBA or digital certifications are a plus.

We're Proud to Offer a Comprehensive Benefits Package Including:

401k retirement plan, with employer match

Insurance options including: medical, dental, vision, life and STD insurance

Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization

Floating Holiday: 40 hours per year

Paid Holidays: 7 days per year

Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws

Tuition reimbursement program

Employee discount program

*Benefits listed above are for regular full-time position

Base Compensation: The base compensation range for this position is $109,000 - $147,000 plus opportunities for benefits. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to location, relevant skills, experience, and capabilities.

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

FCO (For San Francisco Candidates only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only):

https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

About the Company

WaveDivision Holdings LLC

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