Job
- Level
- Experienced
- Job Field
- Product
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Stuttgart
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will develop data-driven models to enhance customer retention and expansion, identify key indicators for churn, and design processes for effective Customer Success engagement.
Your role in the team
- You ensure that paid licenses translate into real, lasting usage — and that usage leads to measurable growth.
- The central question that drives you: How can we ensure that customers integrate our product deeply enough into their daily lives so that retention becomes natural — and expansion the logical consequence?
- For this, you develop the data models, processes, and structures that systematically increase adoption, make churn and contraction visible early, and enable Customer Success to have the right conversation at the right time.
- You are the central driver of our retention and expansion model - analytically, process-oriented, and product-focused.
- You work closely with Customer Success, Product Management, Sales, and Data, and serve as a sparring partner when it comes to: Why are we losing customers? Why are some not growing? And what specific actions are we taking to address these issues?
- You are not the analyst who builds reports. You are the one who turns signals into actions.
- You identify leading indicators for churn and contraction - particularly adoption rate, stickiness, HSI - and make them operational.
- You are developing an early warning system: What signals indicate 60-90 days before a downsell or loss event that a customer is drifting into the risk zone?
- You translate risk signals into concrete intervention triggers for Customer Success.
- You define and monitor the critical thresholds: below 35% adoption = revenue at risk.
- You develop the data-driven foundation for upsell and cross-sell: When is a customer ready? Which signals (HSI 24%, Adoption 40%) trigger the right moment?
- You design processes that systematically guide CSMs from adoption signals to expansion conversations.
- You identify upsell opportunities based on seat utilization, feature usage, and organizational growth.
- You are building the KPI framework around Adoption Rate (MAU/Seats), WAU/DAU, Stickiness, and OWB Engagement.
- You ensure that these metrics are available, understandable, and actively used by all relevant teams.
- You are closing data gaps that currently prevent us from reliably measuring adoption at the customer level.
- You design and optimize customer success processes along the adoption journey - from onboarding to expansion.
- You develop scalable enablement mechanisms: in-product nudges, champion programs, customer trainings.
- You create the link between the product roadmap and retention impact: which features demonstrably drive adoption?
- You translate business needs into data structures and processes — and data insights into concrete product decisions.
- You connect Product, CS, Sales, and Data into a consistent retention and expansion model.
- You are the owner of the Business Growth Model (BGM) at the operational level: definition clarity, KPI ownership, dashboard quality.
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Our expectations of you
Qualifications
- Deep understanding of SaaS metrics: NRR, GRR, ARR Expansion/Contraction/Loss, Adoption Rate, Churn Rate.
- The ability to develop concrete action recommendations from usage data - not just to build dashboards.
- Strong stakeholder management: You can work simultaneously with CSM, Product, Sales, and Leadership.
- Structured, solution-oriented working approach in complex, cross-functional environments.
- You think in levers, not in reports: You are interested in which measure produces which adoption effect.
- You understand that retention is not a CS problem – but a systemic one that requires Product, Data, and Process simultaneously.
- You want to see the moment when a customer moves from the risk zone to the growth zone - and you know that you are actively shaping it.
- You bring clarity to complexity: When everyone is discussing, you say, "Here's the next step."
Experience
- Proven experience in a role directly related to retention, churn analysis, or customer lifecycle — e.g., as a Product Analyst, Customer Success Operations Manager, Revenue Operations Manager, or Growth Analyst.
- Experience in designing processes for Customer Success or Account Management.
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What we offer
- Enjoy complete freedom regarding your workplace and tailor your working hours entirely to your needs.
- With us, you have the opportunity to work independently and responsibly, supported by a flat hierarchy and short decision-making paths.
- We work in a global team that values and promotes cultural diversity.
- Our international network enables you to connect with contacts worldwide.
- We know how important personal meetings are to strengthen team spirit.
- Therefore, we regularly organize social events.
- You will receive an attractive salary package and 30 days of vacation per year.
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Topics that you deal with on the job
Job Locations
This is your employer
Conceptboard
Conceptboard is a German software company that develops a cloud-based whiteboard platform for digital team collaboration. With around 6,500 customers and over 14 million users worldwide, it offers a secure solution for organizations with high data protection requirements.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Product Analytics Manager - Customer Retention & Expansion
- Location
- Stuttgart
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
