VP Customer Retention (all genders)

At ToolTime, we're leading the trades into an AI-native future. We build cloud-based software with automation and intelligence features for tradespeople that cut the hype and deliver real value. A platform that digitizes workflows, reduces admin work, and gives craft businesses valuable time back in their day.

Behind this mission stands a diverse team of 80+ talented people from various backgrounds and nationalities who work together to modernize the trades industry in a meaningful and sustainable way.

What sets us apart? The energy of a modern SaaS startup combined with a strong financial foundation. With €55 million in funding and investors deeply connected to the trades sector, we’re well positioned to scale our product and impact even further.

ToolTime’s DNA is shaped by innovation, ownership, and continuous improvement - and we’re always looking for motivated people who want to push the industry forward with us.

Your mission

As the VP of Customer Retention, you own everything that keeps our customers with us. You'll lead a 20+ people Tribe and report directly to our CEO.

Our customers are electricians, plumbers, painters and builders, often family-owned and small teams with little time to spend in the office. They rely on ToolTime to help them run their business. Your role is to understand what helps them succeed and make sure we keep improving.

Where you sit

You report to the CEO and you're part of the Executive Leadership Team.

The Retention Tribe's mission: turn product value into customer loyalty and loyalty into mutual growth. You own the Tribe’s strategy, priorities and organization within agreed budgets and company goals. Cross-functional investments and changes affecting other teams are aligned with the CEO and leadership team.

Your team

The Retention Tribe has 20+ people across multiple teams, from customer-facing teams that deliver a superb customer service experience to product squads that deliver products that improve customer retention and make our customers love our product even more.

What you'll own

You're measured on MRR Churn and Customer Retention . Activation, adoption and usage are the levers underneath.

• Constantly analyze levers and measures to prevent customers from churning.
• Set a retention strategy and turn it into a vision the Tribe can rally behind.
• Define business targets that turn that vision into actual outcomes.
• Support our VP Product and the embedded product squads to focus on the topics that drive retention, with visible progress and clear success metrics.
• Scale customer touchpoints efficiently, through automation and agents.
• Own the retention KPIs end to end: definitions, dashboards, targets and the weekly rhythm around them.

Hire, coach and grow your team.

What you bring

You've owned retention for a whole B2B SaaS customer base before, as part of the leadership team.

• 10+ years in B2B SaaS , with at least 5 years leading teams across Customer Success , Support or Account Management.
• Fluent in SaaS metrics . You can explain the difference between NRR and GRR, spot a broken churn definition and build the cohort cut yourself if you need to.
• Commercial instinct. You know what a churned customer costs and can make the business case for keeping them.
• You've sat on a management team and shaped calls beyond your own area: company strategy, budget, pricing.
• Clear, direct communication with different stakeholders.
• Hands on approach to deep dive and give guidance when needs, senior to challenge the strategic decisions.
• Experience working with product and engineering squads : define business targets that will help the squads to set priorities and to define success metrics.
• Fluent German and English . Our customers speak German; our company runs in English.
• Nice to have
• Experience with SMB customers or trades businesses
• Hands-on with automation and AI in customer service

This role is for you if you

• Want real decision influence at a company that is embarking on its journey to become an AI-native operating system for the trades
• Prefer a clear mandate and a small, competent team over a large organization
• Are self-driven and would never want to sit in a reporting factory
• Like working with people who tell you what they actually think

What we offer

• You’ll have a seat at the management table of one of the highly funded startups in the trades sector and have the opportunity to set its strategy for the next years together with us.
• A strong company culture built on our values: Curiosity, Positivity, and Best Together .
• We value honest feedback and continuous learning, and we create an environment where everyone has the space to learn from mistakes.
• 30 days of vacation , regular team and company events – plus two company weeks per year .
• Our office in vibrant Friedrichshain , close to Boxhagener Platz and Warschauer Straße, offers not only a great location but also the flexibility of a hybrid work model : two days on-site, the rest working from home – complemented by the option to work flexibly from anywhere (workation).

We are committed to diversity & inclusion

Our company language is English. Applications in German or English are equally welcome.

At ToolTime, we believe that diverse teams build better products .

We are committed to creating a diverse, respectful and inclusive workplace where everyone feels welcome.

We welcome people of all abilities, genders, cultural backgrounds, ages and sexual orientations . With 20+ nationalities represented across our team and women holding the majority of our leadership roles , we value the different perspectives and experiences that make us stronger.

Excited about building great technology but don’t meet every single requirement in the job ad? No problem, apply anyway! What matters most to us is that you bring passion, show potential and are eager to grow with us.