Senior Customer Success Manager responsible for managing customer success for enterprise clients at Genesys. Focused on driving retention, expansion, and customer satisfaction across strategic accounts.
About the role
- Senior CRM Manager responsible for subscription strategies and optimization for a pet supplements startup. Leading retention, subscriber journey and cross-functional initiatives for customer engagement and profitability.
Responsibilities
- Strategic responsibility for the subscription business and development of the medium- and long-term subscription roadmap
- Optimization of the entire subscriber journey – from onboarding through retention to win-back and loyalty
- Ensure ownership of central subscription KPIs such as retention, LTV and MRR
- Implementation of cross-functional subscription initiatives and strategic alignment with stakeholders, management and C-level
- Development and optimization of automated and personalized subscriber flows (email, SMS) with the CRM team
- Design and analysis of A/B tests for pricing, offers, incentives
- Improve the self-service subscription management experience by building a dedicated subscription portal and/or an app
- Monitoring and analysis of subscription KPIs (AOV, LTV, churn, cohorts) to derive data-driven decisions and roadmap priorities
- Continuous monitoring of market, competitive and US developments
Requirements
- At least 3 years in subscriptions, CRM, retention, lifecycle or DTC growth
- Proven experience in building or scaling subscription models, ideally in a DTC or e-commerce environment
- Strong analytical understanding and experience with subscription KPIs, cohort analyses and data-driven decision making
- Experience managing and executing cross-functional projects with teams from marketing, product, tech, SCM, CRM and CS
- High technical affinity and the ability to quickly get up to speed with new tools and topics
- Strong hands-on mentality and a structured, independent and solution-oriented working style with high ownership
- Fluent German and English
Benefits
- 100% flexible workday
- Everything you need to work from home
- High-end Mac or Windows setup to choose from
- Work from home or at the office in Berlin
- Free coffee, tea, snacks, fresh fruit and breakfast cereals
- 75% employee discount on orders up to a merchandise value of €100 per month
- Occupational pension (bAV), company health insurance (bKV), and much more are standard
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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