Senior Lifecycle Manager

Shine Event Staffing; Berlin; On-site; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Office in Berlin

3 days in the office

Job summary

Shine is seeking a data-driven Senior Lifecycle Manager in Berlin to own the customer journey post-acquisition. You will design, implement and optimize strategic initiatives aimed at retaining customers and driving growth through targeted upselling and cross-selling campaigns.

You will collaborate with Product, Sales, and Customer Success to ensure a seamless customer experience; fluency in German and English is required. Office policy: 3 days in the office.

Qualifications

• Proven experience in a Lifecycle, CRM, or Retention Marketing role in a B2B SaaS/tech environment.
• Track record of upselling and retention campaigns with measurable results.
• Experience with marketing automation and CRM platforms.

Responsibilities

• Develop & Execute Retention Strategy: Design lifecycle marketing to increase engagement, satisfaction, and loyalty, reducing churn.
• Identify Upselling Opportunities: Analyze segments and triggers for upselling to higher-tier plans or cross-selling features.
• Manage Multi-Channel Campaigns: Create automated, personalized campaigns across email, in-app messaging, and push notifications.
• Analyze Customer Behavior: Dive into data to understand usage patterns and opportunities for intervention.
• Collaborate Cross-Functionally: Work with Product, Sales, and Customer Success to ensure a seamless experience.
• Measure & Report: Define and monitor KPIs like churn rate and ARPU; use A/B testing to optimize campaigns.
• Be the Voice of the Customer: Gather feedback to inform product and customer experience.

Skills

Lifecycle Marketing

CRM platforms

Data-driven

B2B SaaS

German language

English language

Tools

HubSpot

Braze

Salesforce Marketing Cloud

Job description

Shine is the financial copilot for entrepreneurs and small business owners. Founded by serial entrepreneurs Rico Andersen and Martin Hegelund, Shine is a leading European fintech unicorn on a mission to restore the joy of running a business, by ending wasted time on financial admin. Shine offers a connected solution for invoicing, accounting, payroll, business accounts, payments, and financing, meaning business owners can focus their energy on growing a healthy business, not held back by manual admin.

Part of something bigger

Today we're part of Cegid, a European leader in cloud software for finance and accounting. Together we're building Europe's leading financial copilot for small businesses and their accountants. Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach over one million small businesses and 15,000 accountants across Europe. We're a multicultural team working from France, Germany, Denmark and the Netherlands, contributing to a wider European network that spans Spain, Portugal.

Your Hiring Experience Matters

Just as we respect our customers' time, we respect yours. Your experience with Shine and Cegid should feel simple, transparent and genuinely supportive. If this sounds like somewhere you want to grow, we'd love to hear from you.

Your Role as a Senior Lifecycle Manager

We are seeking a data-driven and creative Senior Lifecycle Manager to join our dynamic marketing team. In this pivotal role, you will own the customer journey post-acquisition, with a direct focus on increasing customer lifetime value. You will design, implement, and optimize strategic initiatives aimed at retaining our valued customers and driving growth through targeted upselling and cross-selling campaigns.

Your Responsibilities

• Develop & Execute Retention Strategy: Design and implement a comprehensive lifecycle marketing strategy to increase customer engagement, satisfaction, and loyalty, ultimately reducing churn.
• Identify Upselling Opportunities: Analyze the customer base to identify key segments and triggers for upselling to higher-tier plans or cross-selling additional features.
• Manage Multi-Channel Campaigns: Create and manage automated and personalized campaigns across various channels, including email, in-app messaging, and push notifications, to nurture customer relationships.
• Analyze Customer Behavior: Dive deep into customer data to understand usage patterns, identify pain points, and uncover opportunities for intervention and value communication.
• Collaborate Cross-Functionally: Work closely with the Product, Sales, and Customer Success teams to ensure a seamless customer experience and align on lifecycle initiatives.
• Measure & Report: Define, monitor, and report on key performance indicators (KPIs) such as churn rate, customer lifetime value (LTV), and upsell revenue. Use A/B testing and data analysis to continuously optimize campaign performance.
• Be the Voice of the Customer: Gather feedback from your campaigns and analysis to provide insights to the wider organization, helping to shape the future of the sevdesk product and customer experience.

What Success Looks Like

• Increased ARPA: You will successfully develop and execute campaigns that lead to a measurable increase in Average Revenue Per Account (ARPA) through effective upselling and cross-selling strategies.
• Improved Retention Rates: Your initiatives will directly contribute to higher customer satisfaction and loyalty, resulting in a significant improvement in customer retention rates and a reduction in churn.
• Enhanced Customer Engagement: You will foster a more engaged user base that understands and utilizes the full value of the sevdesk platform, leading to stronger, long-term customer relationships.

Job located in Berlin, Germany

Office policy: 3 days in the office

About You

• Proven experience in a Lifecycle, CRM, or Retention Marketing role, preferably within a B2B SaaS or tech company.
• Strong track record of developing and executing successful upselling and retention campaigns that delivered measurable results.
• Expertise with marketing automation and CRM platforms (e.g., HubSpot, Braze, Salesforce Marketing Cloud).
• Highly analytical and data-driven, with the ability to translate complex data into actionable insights.
• Excellent project management and communication skills, with an ability to work effectively with cross-functional teams.
• A customer-centric mindset and a passion for understanding and improving the user journey.
• Fluency in German and English is required.

Equal Opportunity Employer

We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.