Alex Petridis
Customer Retention Manager @Trusted Shops
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WORK HISTORY
Customer Retention Manager @Trusted Shops
Berlin, DE
Driving sustainable growth at Trusted Shops by spearheading retention and win-back strategies for the Freemium and PLUS segments. I focus on the intersection of behavioral data, AI automation, and customer psychology to reduce churn and maximize lifetime value.• Core Focus: Improving GRR and Downgrade Rates through automated, self-service journeys.• Approach: Transforming complex product usage data into targeted, value-driven engagement.• Collaboration: Working at the heart of Product, Tech, and Marketing to build a seamless, trust-based customer experience.
EDUCATION
University of Piraeus
Bachelor's degree, Banking and Financial Management
Hellenic Open University
Master of Business Administration - MBA, Business Administration and Management, General
ABOUT ALEX PETRIDIS
Customer Success and EdTech professional with 8+ years of experience helping SaaS and education organisations improve adoption, reduce churn, and deliver meaningful learner and customer outcomes. I’ve managed SMB/Mid-Market accounts (1.2M ARR), consistently achieved 95% gross revenue retention, and delivered €350K+ expansion revenue through value-led success planning and training.My background combines SaaS lifecycle management, renewal strategy, and digital learning implementation, providing me with a unique ability to support both commercial and product adoption goals. I’ve designed onboarding workflows, built scalable academies, led UAT cycles (identifying 92% of issues pre-launch), and improved programme performance (engagement increased by 20%, TTV decreased by 15%) across global stakeholders.I enjoy solving complex customer problems, building structured processes, and turning insight into action - whether that means improving health scoring, creating learning content, or partnering with Sales, Product, or Operations to drive retention.Based in Berlin and working confidently across EMEA.Core strengths• Customer Success & Renewals (SMB–MM, SaaS)• GRR / Churn Reduction / Expansion• Onboarding, Adoption & Customer Education• LMS Design & Learning Experience Optimization• UAT, Learning Analytics & Process Automation• Tools: Salesforce, HubSpot, TalentLMS, Notion, Zapier, ExcelLanguagesEnglish (C2)| Greek (Native)| German (A2 → B1 in progress)If you\'d like to discuss Customer Success, Renewals, Digital Learning, or Lifecycle growth topics - feel free to connect.
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