We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
We are seeking a dynamic and results-driven Vice President of Customer Base Management to lead the strategy, development, and execution of revenue-driving programs that maximize customer lifetime value. This executive leader will be responsible for building high-impact initiatives focused on churn reduction, lifecycle optimization, and product adoption across our customer base. The ideal candidate is a strategic thinker with deep experience in customer retention, base monetization, and cross-functional leadership.
Reporting to a senior executive, this role is central to our long-term growth strategy and will partner closely with Marketing, Product, Sales, and Customer Experience to deliver measurable outcomes that enhance loyalty, satisfaction, and revenue.
Responsibilities
- Strategic Base Management Programs: Design and lead customer lifecycle programs that drive upgrades, reduce churn, and increase overall customer value.
- CRM and Martech Leadership: Help provide strategic direction of the use of CRM platforms and vendor relationships to deliver targeted campaigns and customer engagement strategies that optimize retention and upsell efforts.
- Customer Lifecycle & Experience: Lead initiatives across the customer journey-from onboarding (first 90 days) through tenure-to improve satisfaction, adoption, and retention.
- Mobile Growth Strategy: Drive mobile penetration through targeted lifecycle strategies, base campaigns, and alignment with product evolution.
- New Product Monetization: Collaborate cross-functionally to plan and execute monetization strategies for new product launches across the base.
- Data-Driven Insights: Leverage advanced analytics and performance dashboards to identify trends, forecast outcomes, and optimize base management strategies.
- Market & Competitive Intelligence: Monitor industry trends and competitor moves to develop proactive programs that strengthen customer loyalty and market share.
- Customer Lifetime Value (CLV): Define and lead initiatives to increase CLV through spend optimization and retention-focused strategies.
- Executive Collaboration: Partner with senior leaders across Marketing, Sales, Product, and Care to ensure alignment and operational execution.
- Team Leadership: Build, mentor, and inspire a high-performing team of base management professionals committed to growth, innovation, and customer success.
Qualifications
- Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree strongly preferred.
- 10+ years of progressive leadership experience in customer base management, lifecycle marketing, or customer strategy, with a proven track record of delivering revenue growth and reducing churn.
- Deep expertise in CRM systems, customer analytics, and lifecycle-based monetization strategies.
- Demonstrated ability to lead large-scale strategic initiatives with measurable impact.
- Strong analytical and problem-solving skills with the ability to translate insights into action.
- Exceptional communication and influencing skills; able to engage and align cross-functional and executive stakeholders.
- A visionary and data-savvy leader who is passionate about customer success, innovation, and business transformation.
Why Join Us?
This is a rare opportunity to lead a mission-critical function that directly impacts revenue, growth, and customer experience. You will join a forward-thinking organization that values innovation, agility, and customer-centricity-and you'll have the platform to shape the future of how we engage and grow our customer base.
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $178,500.00 - $255,000.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.
Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City
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What We Do
We Make a Difference Because We Are the Difference! At Optimum, we’re not just connecting people – we’re transforming how they experience the world. With a footprint spanning 21 states and serving approximately 4.5 million residential and business customers, we're building the future of connectivity through innovative services like Optimum Fiber Internet, Optimum TV, and Optimum Mobile. This connectivity wouldn’t be possible without our tremendous workforce of driven employees who are dedicated to ensuring the best possible experience for all of our customers and co-workers We’re a team of bold thinkers, curious leaders, and collaborative problem-solvers, united by a culture that values inclusion, innovation, and impact. At Optimum, every voice matters, every idea counts, and every team member has the opportunity to grow, lead, and make a difference. From developing next-gen technology to bridging the digital divide to supporting education and emergency response efforts, we lead with purpose and heart. Our Be The Difference initiative drives us to make a positive impact, ensuring that our efforts resonate far and wide. From our products and services to our community impact, we are creating connections, driving innovation and POWERING this world forward. You can be a part of an exciting and transformational workplace at Optimum. Join us to Be the Difference!
Why Work With Us
Our mission is simple: deliver the best customer and employee experience while transforming how we work and grow. We’re on a journey to become the connectivity provider of choice – investing in our network, reimagining our products, and building a culture where people thrive. With nearly 4.5 million customers across 21 states, we’re transforming fr
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Employees engage in a combination of remote and on-site work.
