At Trusted Shops, we're on a mission to build Europe’s Community of Trust – where more than 40 million consumers and tens of thousands of businesses connect with confidence. To scale this mission, we’re unlocking the power of self-service and automation for our business members. Great digital experiences don’t just convert—they retain. That’s where you come in.
Your role
As Customer Retention Manager, you will be the driving force behind sustainable customer success in our Freemium and PLUS segments. You’ll design and lead initiatives to reduce churn, prevent downgrades, and reactivate dormant accounts—ensuring that every member in our community continues to find value and stay engaged:
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Design and execute retention strategies across key lifecycle stages—from early churn risk to proactive re-engagement and winback.
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Build data-informed hypotheses about churn drivers and define intervention points across product usage, communication, and customer service.
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Launch lifecycle programs in collaboration with the Marketing Automation, Engagement, and Data teams to reduce passive churn and increase usage.
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Define and monitor key retention metrics including GRR, churn rate, downgrade rate, and account reactivation.
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Translate product and behavioral insights into smart, AI-powered journeys that promote ongoing value realization.
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Coordinate with Product, Support, and Tech teams to close the loop between feature adoption, value perception, and account health.
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Advocate for continuous learning through experimentation, A/B testing, and post-churn analysis to identify root causes and test solutions.
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Act as the lifecycle owner for the “retain and win back” stage of the self-service customer journey.
Why join Trusted Shops?
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Shape the future of self-service in a mission-driven tech company focused on trust, transparency, and digital growth.
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Work with cutting-edge technologies including AI, automation, and behavioral analytics to design scalable, customer-centric solutions.
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Join a diverse, international team where collaboration, learning, and experimentation are core to how we work.
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Benefit from a hybrid working model, personal development budget, and supportive leadership that values impact over hierarchy.
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Contribute to a product used by millions of consumers and thousands of businesses across Europe—with the freedom to innovate and make decisions.
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Experience a culture that combines startup agility with meaningful purpose, driven by shared values and a clear long-term vision.
