Retention and Lifecycle Manager

About IONOS

At IONOS, we don't just manage servers – we shape the digital future for more than 6.2 million customers worldwide with our solutions. As Europe's leading hosting provider and a pioneer in independent cloud solutions, we are building next-generation infrastructure – from sovereign cloud architectures and high-performance GPU clusters to integrated AI automation tools.

What drives us is digital sovereignty for Europe and real impact for small and medium-sized businesses (SMBs) as well as large enterprises. We work in agile teams, rely on transparent structures, and believe that excellence and innovation only emerge through true team spirit.

Ready for your next step? Become part of IONOS and grow with us.

About IONOS

IONOS is one of Europe's largest web-presence and cloud providers, giving millions of customers the tools to build and grow their online presence. In North America — the US, Canada, and Mexico — we're the challenger: competing to become the clear alternative to the largest incumbents, and taking share as we grow.

Growth isn't only about winning new customers — it's about keeping them and growing their value over time. This role owns that half of the equation for North America: retention, reactivation, and customer lifetime value. You'll use cohort and customer-experience insight to find the real levers and turn them into campaigns, moving fast and measuring as you go**.**

The role: 

You'll own our existing-customer campaigns — building and running the retention, reactivation, and churn-prevention programs that grow customer lifetime value (CLTV). You'll work across online and offline (agent) channels, dig into cohorts and NPS to find the real levers, and use AI to build and analyze faster than a lifecycle team twice your size. This is an early-career role for someone hungry to learn the craft and grow fast, with a lot of ownership from day one and direct coaching from the General Manager.

What you'll own:

• Existing-customer campaigns in our customer-success/marketing systems — end to end, from idea to build to readout
• Retention, reactivation, and churn prevention across online and offline/agent channels
• Cohort, lifecycle, and NPS analysis to find and move the real LTV levers
• An AI-first workflow: segmentation, campaign build, content, and analysis, all accelerated with AI
• Cross-team partnership with Acquisition, Control Panel development, Customer Success, and central German teams

What success looks like:

• First 90 days: you understand our cohorts, know where and why customers churn, and have shipped your first lifecycle experiments
• 6 months: retention and reactivation campaigns running on short feedback loops, with measurable movement and a clear NPS-to-churn narrative
• 12 months: a repeatable lifecycle-marketing engine contributing visibly to CLTV

Who you are:

• Eager to grow fast in your career — you learn the content quickly and want to be coached
• Strong analytical mind. You're comfortable with data — cohorts, LTV, NPS — and you let it drive decisions
• A driver of cross-functional change. This role lives inside other teams' processes — so you have to want to get into the machinery and reshape it: go deep, form a point of view, and create alignment with process owners to actually change how things work
• AI-first. You reach for AI to do more, faster, and you're excited to get better at it
• Clear communicator who can turn analysis into a decision and a campaign
• Location - you are open and eager to work in our Center City Philadelphia office at least 3X a week. 
• Travel - you would welcome the opportunity to travel internationally on occasion to meet global colleagues. 

How this team works:

We're a small, high-ownership pod inside a global company. A few things are true here, and they're worth knowing before you apply

• You'll own outcomes, not activity. Your work is measured on existing-customer conversion (up-/cross-sell in Control Panel, agent-channel CVR, account engagement), plus churn and cancellation-journey performance, all rolling up to lifetime value — and we look at the numbers together, often
• We move fast and iterate in the open: launch, measure, learn, adjust — usually within days, not quarters
• We practice continuous, two-way feedback that is direct and frequent. Operating on a professional basis, we don't engage in blame, rescuing, or scorekeeping. When a problem arises, we identify it early and collaborate to resolve it
• We're AI-first, and we'll help you get great at it
• You'll be coached. The GM is hands-on and invested in your growth. This is a place to accelerate a career, not to coast

This is a great fit if you're driven, resilient, and energized by ownership and candid feedback who thrives in a broad, multi-faceted role

Application Note

We value diversity and welcome all applications – regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.