Conceptboard Cloud Service GmbH

Kollaboration, der Du vertrauen kannst. Gestalte die Zukunft gemeinsam: mit einem sicheren, DSGVO-konformen Whiteboard, gehostet in Deutschland. Conceptboard verbindet visuelle Zusammenarbeit mit datengestützten Einblicken für Entscheidungen, auf die Du bauen kannst.

Product Analytics Manager - Customer Retention & Expansion

Location

Worldwide

Posted

73 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Product Analytics Manager - Customer Retention & Expansion

Conceptboard Cloud Service GmbH

Role Description Du sorgst dafür, dass aus bezahlten Lizenzen echte, dauerhafte Nutzung wird – und aus Nutzung messbares Wachstum. Die zentrale Frage, die dich antreibt: Wie schaffen wir es, dass Kunden unser Produkt tief genug in ihren Alltag integrieren, dass Retention selbstverständlich wird – und Expansion die logische Konsequenz? - Retention & Churn-Prävention systematisieren - Identifizierung von Leading Indicators für Churn und Contraction – insbesondere Adoption Rate, Stickiness, HSI – und Operationalisierung. - Entwicklung eines Frühwarnsystems: Signale, die 60–90 Tage vor einem Downsell- oder Loss-Event zeigen, dass ein Kunde in die Risikozone driftet. - Übersetzung von Risikosignalen in konkrete Interventions-Trigger für Customer Success. - Definition und Monitoring der kritischen Schwellen: unter 35% Adoption = revenue at risk. - Expansion-Mechaniken aufbauen - Entwicklung des datengetriebenen Fundaments für Upsell und Cross-Sell: Signale (HSI ≥ 24%, Adoption ≥ 40%) triggern den richtigen Moment. - Design von Prozessen, mit denen CSM systematisch von Adoption-Signalen in Expansion-Gespräche kommt. - Identifizierung von Upsell-Potenzialen auf Basis von Seat-Utilisation, Feature-Nutzung und Organisations-Wachstum. - Adoption als Kernmetrik verankern - Aufbau des KPI-Frameworks rund um Adoption Rate (MAU/Seats), WAU/DAU, Stickiness und OWB Engagement. - Sicherstellung, dass diese Metriken verfügbar, verständlich und aktiv von allen relevanten Teams genutzt werden. - Schließen von Datenlücken, die heute verhindern, dass wir Adoption auf Kundenebene zuverlässig messen. - Prozesse designen, die Wirkung erzeugen - Design und Optimierung von Customer-Success-Prozessen entlang der Adoption Journey – von Onboarding bis Expansion. - Entwicklung skalierbarer Enablement-Mechaniken: In-Product-Nudges, Champion-Programme, Customer-Trainings. - Schaffung der Verbindung zwischen Product-Roadmap und Retention-Impact: Welche Features treiben nachweislich Adoption? - Schnittstelle zwischen Product, Data & Business - Übersetzung von Business-Bedarf in Datenstrukturen und Prozesse – und Datenerkenntnisse in konkrete Produktentscheidungen. - Verbindung von Product, CS, Sales und Data zu einem konsistenten Retention- und Expansion-Modell. - Ownership des Business Growth Model (BGM) auf der operativen Ebene: Definitions-Klarheit, KPI-Ownership, Dashboard-Qualität. Qualifications - Nachweisliche Erfahrung in einer Rolle mit direktem Bezug zu Retention, Churn-Analyse oder Customer Lifecycle – z.B. als Product Analyst, Customer Success Operations Manager, Revenue Operations Manager oder Growth Analyst. - Tiefes Verständnis von SaaS-Metriken: NRR, GRR, ARR Expansion/Contraction/Loss, Adoption Rate, Churn Rate. - Fähigkeit, aus Nutzungsdaten konkrete Handlungsempfehlungen zu entwickeln – nicht nur Dashboards zu bauen. - Erfahrung im Design von Prozessen für Customer Success oder Account Management. - Starkes Stakeholder-Management: Fähigkeit, mit CSM, Product, Sales und Leadership gleichzeitig zu arbeiten. - Strukturierte, lösungsorientierte Arbeitsweise in komplexen, cross-funktionalen Umfeldern. Requirements - Du denkst in Hebeln, nicht in Reports: Interesse daran, welche Maßnahme welchen Adoption-Effekt erzeugt. - Verständnis, dass Retention kein CS-Problem ist – sondern ein systemisches, das Product, Data und Prozess gleichzeitig braucht. - Wunsch, den Moment zu sehen, in dem ein Kunde von der Risikozone in die Wachstumszone wechselt – und aktives Mitgestalten. - Fähigkeit, Klarheit in Komplexität zu bringen: Wenn alle diskutieren, sagst du: "Hier ist der nächste Schritt". Benefits - Flexibilität: Umfassende Freiheit bezüglich des Arbeitsortes und Gestaltung der Arbeitszeiten nach eigenen Bedürfnissen. - Eigenverantwortung: Möglichkeit, selbstständig und eigenverantwortlich zu arbeiten, unterstützt von flacher Hierarchie und kurzen Entscheidungswegen. - Internationalität: Arbeiten in einem globalen Team, das kulturelle Vielfalt schätzt und fördert. - Zusammenhalt: Regelmäßige Social Events zur Stärkung des Teamgeists. - Wettbewerbsfähige Vergütung: Attraktives Gehaltspaket und 30 Tage Urlaub pro Jahr. - Mitarbeitervorteile: Vielzahl von Vergünstigungen über externen Corporate Benefits Partner. Company Description Kollaboration, der Du vertrauen kannst. Gestalte die Zukunft gemeinsam: mit einem sicheren, DSGVO-konformen Whiteboard, gehostet in Deutschland. Conceptboard verbindet visuelle Zusammenarbeit mit datengestützten Einblicken für Entscheidungen, auf die Du bauen kannst.

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