Responsibilities

• We are looking for a VP, Customer & Retention Marketing to build and scale our programmatic approach to customer engagement across a global base of 500,000+ SMB/long-tail customers.
• This is a unique opportunity to own the full post-sale customer journey for a segment that is not covered by dedicated Customer Success Managers — designing scalable, data-driven programs that combine the discipline of programmatic CSM with the craft of retention and lifecycle marketing.
• You will lead and grow a team responsible for onboarding, adoption, retention, and expansion (upsell/cross-sell) across our entire customer base, partnering closely with Product to shape the post-sale experience and reduce churn at scale.
• CSM coverage, build programmatic customer success at scale: Design automated, segmented onboarding programs that drive activation and time-to-value without human touch.
• Reduce churn: Develop early-warning and intervention programs (lifecycle campaigns, in-app messaging, email, health scoring) to identify at-risk accounts and drive proactive retention.
• Drive expansion revenue: Identify monetization opportunities and turn them into programmatic execution. Plan and execute upsell and cross-sell campaigns across segments, channels, and lifecycle stages.
• Partner with Product: Work hand-in-hand with Product Management and Product Marketing to influence roadmap, in-product messaging, and self-serve journeys that improve retention and reduce friction.
• Build and lead a team: Hire, develop, and scale a Customer & Retention Marketing team, establishing clear ownership across onboarding, lifecycle, retention, and expansion.
• Segment and personalize at scale: Build data-driven segmentation (by industry, usage, tenure, geography, revenue tier) to enable relevant, automated communication across the customer lifecycle.
• Own the metrics that matter: Define and be accountable for retention/renewal rate, net revenue retention (NRR), churn rate, expansion revenue, and program-level engagement metrics.

Requirements

• 8+ years in B2B SaaS/software marketing, with significant experience in customer marketing, lifecycle marketing, retention marketing, or programmatic customer success.
• Proven track record building and scaling retention/expansion programs for large, long-tail customer bases (ideally without 1:1 account coverage).
• Experience owning churn reduction and NRR/expansion as core KPIs.
• Strong understanding of customer lifecycle management, segmentation, and marketing automation for B2B audiences.
• Experience partnering cross-functionally with Product and/or Customer Success leadership.
• People leadership experience — building, managing, and developing marketing teams.
• Analytical rigor: comfortable with cohort analysis, churn modeling, and campaign performance measurement.
• Experience operating in a global, multi-region customer environment.
• Excellent English communication skills; additional languages a plus.
• Experience in high-volume, transactional or subscription-based B2B software businesses.

Benefits

• Onsite Onboarding in our HQ office for an optimal start
• Great compensation and benefits packages including company achievement bonus or sales bonus and regular salary reviews
• Premiums for the private pension plan (BAV) up to the maximum amount are topped up by TeamViewer
• Public transport friendly offices
• Option to lease an e-bike (Germany only)
• Special terms for local gyms
• Access to Corporate Benefits platform with many discounts
• Regular Team events and company-wide celebrations
• Open door policy, no dress code rules, frequent all Hands and Leadership Lunches
• Hybrid and Flexible work time