Customer Retention Manager (f/m/d)

At Trusted Shops, we're on a mission to build Europe’s Community of Trust – where more than 40 million consumers and tens of thousands of businesses connect with confidence. To scale this mission, we’re unlocking the power of self-service and automation for our business members. Great digital experiences don’t just convert—they retain. That’s where you come in.

Your role

• Design and execute retention strategies across key lifecycle stages—from early churn risk to proactive re-engagement and winback.
• Build data-informed hypotheses about churn drivers and define intervention points across product usage, communication, and customer service.
• Launch lifecycle programs in collaboration with the Marketing Automation, Engagement, and Data teams to reduce passive churn and increase usage.
• Define and monitor key retention metrics including GRR, churn rate, downgrade rate, and account reactivation.
• Translate product and behavioral insights into smart, AI-powered journeys that promote ongoing value realization.
• Coordinate with Product, Support, and Tech teams to close the loop between feature adoption, value perception, and account health.
• Advocate for continuous learning through experimentation, A/B testing, and post-churn analysis to identify root causes and test solutions.
• Act as the lifecycle owner for the “retain and win back” stage of the self-service customer journey.

Why join Trusted Shops?

• Shape the future of self-service in a mission-driven tech company focused on trust, transparency, and digital growth.
• Work with cutting-edge technologies including AI, automation, and behavioral analytics to design scalable, customer-centric solutions.
• Join a diverse, international team where collaboration, learning, and experimentation are core to how we work.
• Benefit from a hybrid working model, personal development budget, and supportive leadership that values impact over hierarchy.
• Contribute to a product used by millions of consumers and thousands of businesses across Europe—with the freedom to innovate and make decisions.
• Experience a culture that combines startup agility with meaningful purpose, driven by shared values and a clear long-term vision.

Your profile

• 3+ years of experience in customer lifecycle management, retention marketing, or growth roles in a SaaS or digital business context.
• Strong grasp of behavioral segmentation, churn prediction, and lifecycle optimization.
• Experience in collaborating with automation, marketing, and product teams to build multichannel engagement flows.
• Analytical and solution-oriented mindset; confident in drawing actionable insights from data.
• Excellent communication skills to align diverse teams and present retention concepts clearly.
• Proficient in tools like HubSpot, Salesforce, Looker, or similar CRM and analytics platforms.
• Fluent in English; German is a strong plus.

What we offer you

• Hybrid work: Combine flexible remote work with team time in the office
• Workation: Temporarily work from a destination of your choice within the EU, Iceland, Liechtenstein or Norway
• Permanent contract with Europe's trusted brand
• 27 vacation days + 3.5 additional days off at Christmas, New Year's Eve and Carnival
• Buddy programme (an experienced trustee is at your side)
• Individual training opportunities
• Events (Team Events, Unit Events, etc.)
• Health Pass (free online and offline sports, fitness and health courses)

BUILD A COMMUNITY OF TRUST WITH US - #cometotrust