Job Description
Company Description
At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.
Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.
Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.
Check us out on the web!
Job Description
We are looking for a Base Manager, Early Life and Moves to join our growing team! In this role, you will be responsible for developing and executing strategies to reduce customer churn within the first 90 days of the customer lifecycle, with additional ownership of base management strategy for customers experiencing a move. You will be the strategic owner of early life and movers’ base management outcomes, defining what actions are taken, for which customers, and to what measurable impact. Success is driven through influence, partnership, and data-backed decision-making across CRM, CX, and operational teams.
You will be an integral part of the Base Management organization. You will own the base management strategy, performance, and outcomes, and deliver results through close partnerships with the CRM organization, Care teams, and a dedicated Movers CX Manager who owns the end-to-end mover’s customer journey.
As a Base Management Manager, Early Life and Moves, your duties and responsibilities will include:
Early Life Churn Reduction (0–90 Days)
- Own base management strategies to reduce churn during the first 90 days post-activation
- Identify early life churn drivers related to onboarding, service experience, engagement, billing, and perceived value
- Develop targeted retention strategies based on customer tenure, behavior, and risk signals
- Partner with Product, Network, Care, CX, and Operations teams to address root causes impacting early life churn
Onboarding Base Management Strategy
- Define onboarding-focused base management strategies that accelerate time-to-value and reinforce customer value
- Establish customer segments, decision logic, and intervention timing for early life retention efforts
- Partner with the CRM organization to translate strategy into lifecycle campaigns and programs
- Support testing, optimization, and continuous improvement of onboarding initiatives
Movers Program – Base Management Ownership
- Own the base management components of the mover’s program, with accountability for retention and reconnection performance
- Develop proactive strategies to identify movers early and reduce disconnect-driven churn
- Define save strategies, offers, and service options for movers in partnership with CRM and Care
- Monitor movers’ performance metrics and optimize approaches based on customer insights
Partnership with Movers CX Manager
- Serve as the primary base management partner to the Movers CX Manager, who owns the end-to-end movers CX journey
- Ensure base management strategies (campaigns, offers, care strategy) support and reinforce the intended CX design
- Align on priorities, testing roadmaps, and success metrics while maintaining clear ownership boundaries
- Share performance insights to inform CX journey enhancements
CRM & Cross-Functional Collaboration
- Act as a key strategic partner to the CRM organization, which owns campaign execution and channel delivery
- Provide clear segmentation, targeting criteria, timing, and success metrics for CRM programs
- Partner with Care teams to shape retention motions, save strategies, and operational inputs
- Collaborate cross-functionally to ensure alignment across Base Management, CRM, CX, Care, Product, Analytics, and Technology teams
Analytics & Performance Management
- Own performance tracking for early life (0–90 day) churn and movers’ retention KPIs
- Use customer data and insights to identify trends, risks, and optimization opportunities
- Support test-and-learn approaches to improve base management effectiveness
- Communicate performance results, insights, and recommendations to leadership
Key Success Metrics
- 0-90 day customer churn rate
- Movers’ retention and reconnection rates
- Onboarding engagement and activation metrics
- Incremental retention lifts from base management programs
What This Role Owns
This role owns base management strategy and outcomes for early life customers (0–90 days) and movers, including:
- Base management and retention strategy definition
- Customer segmentation, risk identification, and prioritization
- Onboarding-related retention approaches
- Movers base management strategies, offers, and save motions
- Performance measurement, insights, and optimization
- Accountability for early life and movers’ retention results
What This Role Partners On (But Does Not Own)
- CRM Execution: CRM owns campaign build, channel strategy, and execution; this role provides strategy, inputs, and success criteria
- Movers CX Journey Design: The Movers CX Manager owns the end-to-end CX journey; this role ensures base management strategies align to and support that journey
- Care Operations: Care teams own frontline execution and delivery; this role partners to shape retention strategy and identify improvements
- Product, Network & Technology Delivery: These teams own solution delivery; this role influences prioritization through insights and business cases
Qualifications
WHAT IT TAKES TO CATCH OUR EYE:
- 5–8+ years of experience in base management, retention, lifecycle strategy, or customer analytics
- Experience in subscription-based businesses (internet, telecom, wireless, or data services preferred)
- Demonstrated success reducing early life customer churn
- Strong cross-functional collaboration skills, including partnership with CRM and CX teams
- Analytical mindset with the ability to translate data into actionable strategies
BONUS POINTS FOR
- Experience in internet or broadband services
- Familiarity with movers programs or lifecycle disruption events
#LI-SS1
Additional Information
WHY JOIN US?
We aspire to contemporary ways of working.
Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.
We offer competitive compensation and comprehensive benefits.
Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.
Inclusion and belonging are at the center of our grounding belief in Being Real.
When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.
Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process.
For all applicants, please take a moment to review our Privacy Notices:
- Brightspeed’s Privacy Notice for California Residents
- Brightspeed’s Privacy Notice
