I am Steffen Kaiser, an experienced Customer Success Manager with over 6 years of professional experience in the software industry. My core competencies are Customer Retention, Customer Growth, CRM and Growth Initiatives. I am passionate about delighting, retaining and developing customers by providing them with added value and solutions that meet their needs and goals. I work as Head of Customer Retention & Growth at sevDesk, a leading provider of cloud-based accounting and invoicing software solutions for small and medium-sized businesses. I am proud to be part of an innovative and customer-centric organization that is committed to digital transformation and the success of its customers. I bring diverse perspectives and experience from different industries and functions to my team, which consists of 10 dedicated and talented people from various marketing and CS disciplines.In my current role, I built the Customer Retention and Growth team at sevDesk. I shaped the culture, created organizational structures and work on the long-term strategy. The team is focused on driving customer growth and avoiding churn of over 100,000 customers. We use net revenue retention as a benchmark and cover the entire customer lifecycle from acquisition to renewal, expansion and churn prevention by applying a tech-touch strategy. My key responsibilities include analyzing customer behavior and feedback, developing and implementing loyalty and cross-selling programs, optimizing onboarding and renewal processes, implementing CRM tools and systems, and measuring and improving customer satisfaction and loyalty. I use my skills in Customer Success, CRM, Growth Initiatives and team leadership to increase customer loyalty and sales, reduce churn rates and maintain customer relationships.