Retention Manager (f/m/d)

Job description

**Retention Manager (EMEA) - Join Our Innovative Team at thinkcell Software** **Our Story** At thinkcell, we create powerful software solutions that help professionals be more efficient and productive. Founded in 2002 and based in Berlin, our tools integrate seamlessly with Microsoft Office to help users create presentations, charts, and diagrams with ease. Our dynamic, international team values creativity, collaboration, and technical excellence. **What You Will Do**  We are looking for a highly organized, detail-oriented, and self-driven **Retention Manager (EMEA)** to own the end-to-end renewal cycle for a dedicated low-touch customer portfolio. You will manage ~250 accounts—primarily in the DACH region—ensuring timely renewals, protecting recurring revenue, applying standard price increases, and driving a predictable, high-quality cadence leading up to each contract renewal. This role is ideal for someone with experience in SaaS renewals or subscription management who excels at running structured processes and confidently guiding customers through commercial steps. **Key Responsibilities:** - Own and manage the full renewal cycle for a portfolio of ~250 mid-market customers, with strong focus on DACH. - Proactively engage customers two months before renewal, following a clear, repeatable cadence of touchpoints and required actions. - Ensure smooth and timely renewal execution, including processing standard annual price increases. - Identify and mitigate churn or downsell risks early by addressing objections and reinforcing value. - Maintain precise renewal forecasts and track customer status using CRM tools and internal reports. - Collaborate closely with Account Management and Commercial leadership to ensure consistency in renewal outcomes. - Provide customer insights and trends internally to support ongoing improvements to processes, product, and customer engagement strategies. **This role requires 4 days per week in office presence.** **You will be great for this position if you have**  - 2+ years of experience in SaaS renewals, subscription management, retention, customer success, or a similar revenue-focused role. - Strong commercial communication skills and the ability to handle objections professionally. - Experience working with mid-market customer portfolios in a structured, process-driven environment. - Understanding of subscription and recurring revenue models. - Familiarity with CRM tools (e.g., Salesforce). - High degree of ownership, reliability, and independence—comfortable driving KPIs. - Fluency in German is required; strong English preferred. - Experience with thinkcell as an end-user is a plus (not required). **Our Values** As part of our team, you will embody and help shape the following principles that define us:  - **Forward Thinking**: We embrace change and challenge the status quo. - **Ownership**: We take pride in our work and learn from our mistakes. - **Customer First**: We prioritize delivering lasting value. - **Unified Team**: We foster collaboration, respect, and integrity. - **Strive for Excellence**: We set ambitious goals and pursue quality. **We believe in a human hiring process, every application is personally reviewed.** **Why is thinkcell the right place for you?** We empower over 1.3 million users across 35,000 companies, including top consulting firms and major global enterprises. With offices in Berlin, Denver, Boston, London, Tokyo, and Dubai, we’re a diverse team of over 210 people, committed to innovation and excellence. thinkcell is more than a job – it's a chance to be part of an innovative, inclusive team that values collaboration and growth. We encourage applicants from all backgrounds to apply. Together, we can shape the future of productivity software. We can’t wait to see what you’ll bring to the team!