Product Analytics Manager – Customer Retention & Expansion (m/f/d)

Location

Stuttgart / remote

Your mission

Your Mission

You ensure that paid licenses turn into real, long-term product usage – and that usage translates into measurable growth.
The key question driving you is: How do we enable customers to integrate our product so deeply into their daily workflows that retention becomes natural – and expansion the logical next step?
To achieve this, you develop the data models, processes, and structures that systematically increase adoption, identify churn and contraction risks early, and enable Customer Success teams to have the right conversation at the right time.

Your Role

You are the key driver behind our retention and expansion model – analytically, operationally, and from a product perspective. You work closely with Customer Success, Product Management, Sales, and Data teams and act as a strategic sparring partner when it comes to questions like: Why are we losing customers? Why are some accounts not growing? And what concrete actions should we take?
You are not the analyst who simply builds reports. You are the person who turns signals into action.

Your Responsibilities

Systematize Retention & Churn Prevention

• Identify leading indicators for churn and contraction – especially adoption rate, stickiness, and HSI – and operationalize them 
• Develop an early warning system: Which signals indicate, 60–90 days before a downsell or loss event, that a customer is drifting into the risk zone? 
• Translate risk signals into concrete intervention triggers for Customer Success 
• Define and monitor critical thresholds, e.g. adoption below 35% = revenue at risk 

• Develop the data-driven foundation for upsell and cross-sell opportunities: When is a customer ready? Which signals (e.g. HSI ≥ 24%, adoption ≥ 40%) indicate the right moment? 
• Design processes that systematically enable CSMs to move from adoption signals into expansion conversations 
• Identify upsell potential based on seat utilization, feature usage, and organizational growth 

• Build the KPI framework around Adoption Rate (MAU/Seats), WAU/DAU, Stickiness, and OWB Engagement 
• Ensure these metrics are accessible, understandable, and actively used by all relevant teams 
• Close current data gaps that prevent reliable adoption measurement at the customer level 

• Design and optimize Customer Success processes along the entire adoption journey – from onboarding to expansion 
• Develop scalable enablement mechanisms such as in-product nudges, champion programs, and customer trainings 
• Create the connection between the product roadmap and retention impact: Which features demonstrably drive adoption? 

• Translate business needs into data structures and processes – and data insights into concrete product decisions 
• Connect Product, Customer Success, Sales, and Data teams into one consistent retention and expansion model 
• Own the Business Growth Model (BGM) at the operational level: ensuring clarity of definitions, KPI ownership, and dashboard quality

Your profile

What You Bring

• Proven experience in a role directly related to retention, churn analysis, or customer lifecycle management – for example as a Product Analyst, Customer Success Operations Manager, Revenue Operations Manager, or Growth Analyst 
• Deep understanding of SaaS metrics: NRR, GRR, ARR Expansion/Contraction/Loss, Adoption Rate, and Churn Rate 
• The ability to turn usage data into concrete recommendations for action – not just build dashboards 
• Experience designing processes for Customer Success or Account Management 
• Strong stakeholder management skills: you are able to work effectively with CSMs, Product, Sales, and Leadership teams simultaneously 
• A structured, solution-oriented way of working in complex, cross-functional environments 

• You think in terms of leverage, not reports: you care about which actions drive which adoption outcomes 
• You understand that retention is not just a Customer Success problem – it is a systemic challenge that requires Product, Data, and Process working together 
• You want to see the moment when a customer moves from the risk zone into the growth zone – and you know that you actively help make that happen 
• You bring clarity to complexity: when everyone is still discussing, you say, “Here is the next step.” 

What you can expect of us

• Flexibility – Enjoy extensive freedom regarding your work location and organize your working hours according to your individual needs.
• Ownership & Autonomy – We offer you the opportunity to work independently and take ownership, supported by flat hierarchies and short decision-making paths.
• International Environment – We work in a global team that values and promotes cultural diversity. Our international network enables you to build connections around the world.
• Team Spirit – We know how important personal interaction is for strengthening team spirit. That’s why we regularly organize social events.
• Competitive Compensation – You will receive an attractive compensation package and 30 vacation days per year.
• Employee Benefits – Take advantage of a wide range of discounts and perks through our external Corporate Benefits partner.