Business Retention Lead

The Opportunity

The Business Retention Lead plays a critical role in supporting the Business Retention team across three key areas: advertising continuity and coordination, strategic marketing for the Business Video Migration, and project management across concurrent customer-impacting initiatives.

This role keeps deliverables moving, customers informed, and leadership updated through ongoing periods of change—with a consistent focus on protecting and retaining the existing customer base.

What You'll Do

Advertising Coordination & Continuity

• Maintain advertising deliverables, campaigns, and vendor coordination on an ongoing basis, including providing coverage during team absences.

Business Retention Marketing

• Coordinate the strategic marketing effort for Business Retention alongside the Director.
• Translate campaign timing and customer segments into campaigns and hand creative to Marketing for execution.

Project Coordination

• Manage concurrent customer-impacting initiatives, including:
  • Project trackers
  • Timelines
  • Cross-functional sequencing
  • Escalations

Customer Base Protection

• Keep customer messaging consistent and well-timed across initiatives.
• Identify and flag at-risk and high-value accounts.
• Partner with Account Managers (AMs) on customer retention and save efforts.

Data & Insights

• Pull and analyze retention, disconnect, and pipeline data.
• Surface churn drivers, at-risk trends, and segment-level patterns.
• Use insights to help shape strategic timing and prioritization.

Enablement Support

• Assist in building playbooks and talking points.
• Support process documentation that equips Business Customer-facing teams to consistently manage:
  • Renewals
  • Transitions
  • Customer-impacting changes

Reporting & Communication

• Provide clear, regular status updates and reporting to the Director and leadership.
• Keep Account Management and Field teams informed regarding timing and customer impact.
• Perform other duties as assigned.

What You'll Bring

Minimum Required Education & Experience

• Bachelor's degree in Marketing, Business Communication, or a related field—or an equivalent combination of education and experience.
• 2+ years coordinating or managing cross-functional projects, ideally involving customer-impacting initiatives with multiple stakeholders and timelines.
• 1+ year of experience in a marketing or advertising role, with hands-on experience taking campaigns from strategy through creative execution.
• Demonstrated proficiency with project-tracking and reporting.
• Comfort working with customer data.
• Experience with CRM and/or billing systems preferred, including Salesforce and/or iCOMS.

Skills & Abilities for Success

• Cross-functional project coordination or program management
• Marketing strategy and execution coordination
• Data-informed decision-making
• Clear and effective communication

Physical Demands & Working Conditions

The physical demands described below are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to talk and hear
• Required to use hands to type, handle objects, and paperwork
• Required to use close vision and be able to focus
• Frequently required to sit, stand, bend at the knees and waist, and walk
• Primarily an office-based or remote/hybrid role with extended periods of computer use
• Occasional travel, up to 15%, for partner meetings, business reviews, and industry events

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran