Job description

TeamViewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization. We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact? 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. • Leverage marketing automation & CRM/CS tooling: Own the tech stack (e.g., marketing automation, CDP, in-app messaging, CS platforms) to enable scalable, triggered, and behavior-based communication. • Global orientation: Adapt programs for regional, linguistic, and cultural nuances across a worldwide customer base. 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. • Proven experience operating at significant commercial scale, ideally with responsibility for customer retention and growth across a customer base or business representing €200M+ in annual revenue. • 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. • Familiarity with product-led growth (PLG) motions and self-serve customer journeys. • Experience with CS platforms (e.g., Gainsight, Vitally, Totango) and marketing automation tools (e.g., HubSpot, Marketo, Braze, Iterable). What we offer • 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 • Work From Abroad Program allowing up to 40 days of work outside your contracting country • We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us! TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race. If you require any accommodations or adjustments during the application or hiring process, including interview or onboarding support, please reach out to your Talent Acquisition Partner, who will be happy to support you.

Requirements

Must-haves

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.
Leverage marketing automation & CRM/CS tooling: Own the tech stack (e.g., marketing automation, CDP, in-app messaging, CS platforms) to enable scalable, triggered, and behavior-based communication.
Global orientation: Adapt programs for regional, linguistic, and cultural nuances across a worldwide customer base.
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.
Proven experience operating at significant commercial scale, ideally with responsibility for customer retention and growth across a customer base or business representing €200M+ in annual revenue.
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.
Experience in high-volume, transactional or subscription-based B2B software businesses.
Familiarity with product-led growth (PLG) motions and self-serve customer journeys.
Experience with CS platforms (e.g., Gainsight, Vitally, Totango) and marketing automation tools (e.g., HubSpot, Marketo, Braze, Iterable).

Nice-to-haves

Excellent English communication skills; additional languages a plus.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: teamtailor
Effort: medium