Steffen Kaiser

Background

About Steffen Kaiser

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 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.