What are the responsibilities and job description for the Senior Manager, Subscriber Growth & Retention position at Wecom Fiber?
Brief Description
Senior Manager, Subscriber Growth & Retention
Location: Arizona (Hybrid)
Department: Revenue / GTM
Reports To: Senior Vice President of Sales, Marketing & CX
About The Role
The Senior Manager, Subscriber Growth & Retention owns the commercial performance of Wecom’s installed subscriber base. This role is responsible for developing and executing strategies that drive retention, upsell, product attachment, migrations, and ARPU growth, while reducing churn and revenue leakage.
This position is strategic and analytical, focused on what we sell, when we sell it, and how we grow lifetime value — not on frontline customer service delivery or day-to-day experience operations. Customer Experience teams will continue to own service quality, support execution, and NPS drivers; this role partners closely with them to translate insights into monetization and lifecycle programs.
Key Responsibilities
Subscriber Growth & Retention Strategy
This role is critical to ensuring Wecom’s rapid expansion translates into durable, profitable growth. As our footprint scales, the ability to intelligently manage the subscriber base — increasing value while reducing churn — will be a key differentiator.
Note
Wecom (and its subsidiaries) complies with all Equal Employment Opportunity (EEO). Wecom does not discriminate on the basis of age, race, sex, religion, color, national origin, marital status, genetic information, sexual orientation, gender identity and expression, disability, veteran status, pregnancy status or other status protected by law. Company benefits subject to change. www.wecomfiber.com
Senior Manager, Subscriber Growth & Retention
Location: Arizona (Hybrid)
Department: Revenue / GTM
Reports To: Senior Vice President of Sales, Marketing & CX
About The Role
The Senior Manager, Subscriber Growth & Retention owns the commercial performance of Wecom’s installed subscriber base. This role is responsible for developing and executing strategies that drive retention, upsell, product attachment, migrations, and ARPU growth, while reducing churn and revenue leakage.
This position is strategic and analytical, focused on what we sell, when we sell it, and how we grow lifetime value — not on frontline customer service delivery or day-to-day experience operations. Customer Experience teams will continue to own service quality, support execution, and NPS drivers; this role partners closely with them to translate insights into monetization and lifecycle programs.
Key Responsibilities
Subscriber Growth & Retention Strategy
- Own Wecom’s installed-base growth strategy, including upsell, cross-sell, retention, and lifecycle migration initiatives
- Develop data-driven programs to reduce voluntary and involuntary churn
- Define and manage offer strategies for speed upgrades, bundles, promotions, and loyalty programs
- Design and execute subscriber lifecycle journeys from acquisition through maturity
- Lead migration strategies (e.g., legacy services ? fiber, entry tiers ? premium tiers)
- Identify opportunities to improve conversion timing, upgrade velocity, and lifetime value
- Drive attachment strategies for value-added products (Wi-Fi, mesh, voice, managed services, etc.)
- Partner with Product, Marketing, and Sales to align pricing, packaging, and positioning
- Monitor and improve attach rates, penetration, and revenue mix
- Analyze churn drivers, disconnect reasons, and subscriber behavior trends
- Develop proactive save-offers and targeted retention campaigns
- Identify and reduce revenue breakage from missed upgrades, underutilized products, or inactive services
- Partner with Marketing on lifecycle-based messaging and subscriber communications
- Ensure campaigns are aligned with subscriber segments, tenure, and usage patterns
- Support Sales and Customer Experience teams with clear playbooks and escalation paths
- Own subscriber growth KPIs including churn, ARPU, upgrades, product attach, and lifetime value
- Build dashboards and insights in partnership with BI and Finance
- Continuously test, measure, and refine programs based on performance data
- Work closely with Customer Experience to align insights without duplicating execution ownership
- Partner with Sales, Marketing, Customer Experience, Product, Finance, BI, and Operations
- Support executive reporting and strategic planning related to subscriber economics
- 7 years of experience in subscriber lifecycle management, retention, growth, or revenue strategy
- Experience in telecom, broadband, SaaS, subscription services, or recurring-revenue businesses preferred
- Strong analytical skills with the ability to translate data into executable strategies
- Proven success driving upsell, retention, and ARPU growth at scale
- Experience working cross-functionally in high-growth or transformation environments
- Comfortable operating in ambiguity and building programs from the ground up
This role is critical to ensuring Wecom’s rapid expansion translates into durable, profitable growth. As our footprint scales, the ability to intelligently manage the subscriber base — increasing value while reducing churn — will be a key differentiator.
Note
Wecom (and its subsidiaries) complies with all Equal Employment Opportunity (EEO). Wecom does not discriminate on the basis of age, race, sex, religion, color, national origin, marital status, genetic information, sexual orientation, gender identity and expression, disability, veteran status, pregnancy status or other status protected by law. Company benefits subject to change. www.wecomfiber.com