Customer Lifecycle Manager

Job Description

Job Description

Wire 3 is dedicated to providing affordable, high-speed, and high-bandwidth internet services to households in our local communities. Our mission is to not only deliver the best internet experience in Florida but also provide the exceptional customer care our customers deserve. With cutting-edge fiber optic technology at its core, Wire 3 ensures ultra-fast, reliable connections, minimizing disruptions, and maximizing your online experience.

Backed by private equity, Wire 3 is on an exciting trajectory of rapid growth. We’re actively seeking driven, talented individuals to join our team of passionate and collaborative professionals who share a common vision of excellence. If you’re looking to be part of a dynamic and fast-growing organization, we’d love for you to help us continue delivering industry-leading service to our customers.

JOB OVERVIEW:

The Customer Lifecycle Manager is Wire 3’s first dedicated lifecycle hire — the owner of strategy and execution for every post-acquisition customer communication and retention program. Right now, Wire 3 customers hear from us a lot when they’re signing up, and then mostly when something breaks. This role changes that. Win-back, churn prevention, upsell, and the moments that make customers glad they chose Wire 3 have been shared responsibilities with no single captain. This role is that captain. The Customer Lifecycle Manager will define the roadmap, build the function, and own the outcomes — equally comfortable setting strategy and getting hands-on building journeys, writing copy, reading customer replies, and chasing down a churn signal. This role is AI-augmented from day one, using tools like Claude, HubSpot AI, and Gemini to handle the routine work so the focus stays on the 20% that requires taste, judgment, and genuine customer connection.

RESPONSIBILITIES:

• Design, build, and optimize the full post-sale customer lifecycle journey — including welcome series, onboarding, milestone communications, renewal, and win-back — so every customer knows what to expect from Wire 3 and feels like we’re paying attention
• Own all email strategy and execution: build automated flows, manage the send calendar, write and test copy, and report on performance across all lifecycle channels
• Set and maintain Wire 3’s brand voice standard for all post-sale communications; lifecycle emails are targeted, behavioral, and conversion-oriented — not templates
• Monitor the existing subscriber base; identify at-risk customers through usage and engagement signals and build proactive outreach before churn happens, not after
• Design and execute win-back campaigns to recover churned customers; test offers, timing, and messaging to identify what brings people back
• Partner with data and operations to understand why customers leave; build reporting that makes churn drivers visible and actionable
• Identify upsell and cross-sell opportunities across Wire 3’s product portfolio; build the journeys and campaigns that move customers into higher-value plans
• Build customer advocacy and referral mechanics that turn satisfied customers into a growth channel
• Follow Wire 3’s 6-step campaign framework — objective, hypothesis, measurement plan, test, scale decision, and retrospective — for every program; test in one market before rolling across all markets
• Own lifecycle KPIs including churn rate, email engagement, revenue from upsell and win-back, average subscriber tenure, ARPU, win-back rate, and customer sentiment
• Leverage AI tools for content generation, list segmentation, and workflow automation to increase throughput and quality
• Build and develop the lifecycle team as Wire 3 scales, including identifying and onboarding initial hires
• Other duties as assigned

REQUIRED SKILLS / ABILITIES:

• Proven lifecycle marketing, CRM, email marketing, or retention expertise with deep hands-on experience in a subscription or recurring-revenue business
• Hands-on proficiency building automated email journeys in HubSpot, Klaviyo, Braze, or similar marketing automation platforms; familiarity with Zendesk a plus
• Strong analytical skills with the ability to pull data, build reports, identify trends, and drive action without waiting to be directed
• Excellent copywriting instincts — you read your drafts out loud, you notice when something sounds like a robot wrote it, and you know what makes an email land
• Genuine customer curiosity — you read replies, you’re interested in why someone canceled, and you believe great lifecycle programs are built on respect for the person on the other end
• Comfort with AI tools (Claude, HubSpot AI, Gemini, or similar) for content generation, segmentation, and workflow automation
• Strong project management and self-direction skills; ability to build a function from scratch with limited oversight
• Experience with customer segmentation using behavioral and usage data preferred

EDUCATION / EXPERIENCE:

• Bachelor’s degree in Marketing, Communications, Business, or a related field preferred; equivalent experience considered
• 5+ years of experience in lifecycle marketing, retention marketing, CRM, or email marketing
• Demonstrated track record of reducing churn, improving email engagement, or growing ARPU through lifecycle programs in a subscription or recurring-revenue environment
• Experience standing up a lifecycle marketing function from zero — not inheriting one — strongly preferred

PHYSICAL REQUIREMENTS:

• This role is based in Daytona Beach, FL
• Primarily an office-based role with prolonged periods of sitting at a desk and working on a computer
• Occasional travel to Wire 3 markets for customer research, campaign launches, or team meetings as needed

BENEFITS:

• Salary + Bonus Eligible
• Company-paid premiums for medical, dental, and vision insurance for you and your dependents
• Dynamic environment with diverse growth opportunities
• Emphasis on learning and development to support career and personal growth
• Work-life balance 120 hours paid time off (PTO) after 90-day probation period
• 40 hours of paid sick leave
• 6 major paid holidays off
• 401(k) plan with company match.

EOE STATEMENT:

Wire 3 is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Wire 3 is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Wire 3 are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, national origin, disability status, veteran status, domestic violence victim status or any other characteristic protected by the laws or regulations in the locations we operate. Wire 3 will not tolerate discrimination or harassment based on any of these characteristics. Wire 3 encourages applicants of all ages.