Hybrid Product Analytics Manager – Customer Retention, Expansion

at Conceptboard

• Job title: Product Analytics Manager – Customer Retention, Expansion
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Stuttgart, Germany

About the role

• Data-driven Product Analytics Manager focusing on boosting customer retention and facilitating expansion. Collaborating across teams to enhance product integration and adoption metrics.

Responsibilities

• You ensure that paid licenses become real, sustained usage — and that usage translates into measurable growth.
• You are the central driver of our retention and expansion model — analytically, process-wise, and product-wise.
• You work closely with Customer Success, Product Management, Sales, and Data teams.
• You identify leading indicators for churn and contraction — especially Adoption Rate, Stickiness, HSI.
• You develop an early-warning system.
• You translate risk signals into concrete intervention triggers for Customer Success.
• You define and monitor critical thresholds: below 35% adoption = revenue at risk.
• You build the data-driven foundation for upsell and cross-sell.
• You design processes that enable CSMs to systematically convert adoption signals into expansion conversations.
• You build the KPI framework around Adoption Rate (MAU/Seats), WAU/DAU, Stickiness, and OWB Engagement.
• You create the link between the product roadmap and retention impact.

Requirements

• Proven experience in a role directly related to retention, churn analysis, or customer lifecycle — e.g., 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, Churn Rate.
• Ability to turn usage data into concrete action recommendations — not just building dashboards.
• Experience designing processes for Customer Success or Account Management.
• Strong stakeholder management: able to work with CSMs, Product, Sales, and Leadership simultaneously.
• Structured, solution-oriented working style in complex, cross-functional environments.

Benefits

• Flexibility — Enjoy extensive freedom regarding your workplace and shape your working hours according to your needs.
• Autonomy — You will have the opportunity to work independently and take ownership, supported by a flat hierarchy and short decision-making paths.
• International environment — We operate in a global team that values and promotes cultural diversity. Our international network allows you to build connections worldwide.
• Team cohesion — We understand the importance of in-person meetings to strengthen team spirit. Therefore, we regularly organize social events.
• Competitive compensation — You will receive an attractive salary package and 30 days of vacation per year.
• Employee perks — Take advantage of a variety of discounts through our external Corporate Benefits partner.