Customer Lifecycle Manager

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.

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, Hub Spot AI, and Gemini to handle the routine work so the focus stays on the 20% that requires taste, judgment, and genuine customer connection.

• 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

• 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 Hub Spot, 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…