Retention Analyst

Jobtailor; Deutschland; Remote; EUR 42.000 - 63.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a retention-focused Customer Success professional to manage the Business customer portfolio and reduce churn. You will monitor engagement, usage, and risk indicators while proactively engaging at‑risk accounts and negotiating cancellations when necessary.

Ideal candidates bring data-driven thinking, strong communication, empathy, and a proactive mindset. Experience in B2B SaaS and familiarity with Pipedrive are highly valued.

Qualifikationen

• Strong communication and empathy for handling difficult conversations and negotiations.
• Data-driven and organized with ability to track portfolio health metrics.
• Availability to work 40 hours per week.
• Experience in Customer Success, Customer Service, Retention, Sales, or Support.
• Familiarity with CRM tools such as Pipedrive.

Aufgaben

• Monitor engagement, product usage, and account risk indicators across the Business customer portfolio.
• Conduct proactive outreach and develop action plans to engage at-risk accounts before a cancellation request is submitted.
• Handle and negotiate formal cancellation requests from Business customers.
• Identify underlying reasons for dissatisfaction or churn and apply retention strategies.
• Keep ticket-tracking systems and churn-reason records up to date.
• Collaborate with colleagues in the segment and work closely with the CSM team.
• Identify opportunities to improve the product and internal processes based on customer feedback.

Kenntnisse

Strong communication

Empathy

Data-driven

Proactive ownership

Negotiation skills

Problem solving

Tools

Pipedrive

Jobbeschreibung

• Monitor engagement, product usage, and account risk indicators across the Business customer portfolio
• Conduct proactive outreach and develop action plans to engage at-risk accounts before a cancellation request is submitted
• Handle and negotiate formal cancellation requests from Business customers
• Identify the underlying reasons for dissatisfaction or churn and apply commercial and operational retention and negotiation strategies
• Keep ticket-tracking systems and reports, as well as churn-reason records, up to date
• Identify opportunities to improve the product and internal processes based on customer feedback
• Collaborate with colleagues in the segment and work closely with the CSM team

Requirements

• Strong communication and empathy, with excellent verbal and written communication skills for handling difficult conversations and negotiating with dissatisfied customers
• Resilience and the ability to overcome objections, remain calm under pressure, practice active listening, and propose creative retention solutions
• Data-driven and organized, including recording interactions, tracking portfolio health metrics, and organizing the daily volume of customer contacts
• Proactive mindset and a strong sense of ownership
• Availability to work 40 hours per week
• Previous experience in Customer Success, Customer Service, Retention, Sales, or Support
• Basic knowledge of Customer Success methodologies (Health Score, NBR, Churn, and engagement)
• Familiarity with CRM tools such as Pipedrive
• Experience in startups and/or B2B SaaS is a plus
• Experience with AI is a plus

Core Competencies

Demonstrates strong communication and negotiation skills to effectively manage customer relationships and retention strategies. Proficient in data-driven decision-making and familiar with Customer Success methodologies to enhance customer engagement and satisfaction.

Highest-signal resume keywords

• Customer Success Experience
• Communication Skills
• Data-Driven Decision Making
• CRM Tools Familiarity
• Retention Strategies

Hard Skills

• Customer Success Methodologies
• Churn Analysis
• Health Score Tracking
• Engagement Metrics
• Negotiation Skills

Soft Skills

• Empathy
• Resilience
• Active Listening
• Proactive Mindset
• Problem Solving

Industry Keywords

• B2B SaaS
• Startups
• Customer Service
• Customer Retention
• Account Management

Tools & Technologies

• Pipedrive
• Ticket-Tracking Systems