Growth & Retention Manager, Customer Success

Overview

This new role will be responsible for driving retention and customer growth across our customer base. Our customer base primarily consists of accountants, sole traders and small businesses. We focus on 1:many initiatives, both digital and value added human services. This enables us to execute on our strategy at scale. This role is critical in ensuring we create the very best welcome, nurture, retention and winback programmes for Intuit QuickBooks customers, including free trial conversion.

Overview

This new role will be responsible for driving retention and customer growth across our customer base. Our customer base primarily consists of accountants, sole traders and small businesses. We focus on 1:many initiatives, both digital and value added human services. This enables us to execute on our strategy at scale. This role is critical in ensuring we create the very best welcome, nurture, retention and winback programmes for Intuit QuickBooks customers, including free trial conversion.

Responsibilities

• Contribute to the Customer Success retention and monetisation strategy, aligned to both the global Customer Success ‘growth and retention’ strategy, and the Intuit UK strategy
• Create welcome, nurture, retention and win back programs for Intuit QuickBooks customers, including free trial conversion
• Drive and deliver net new retention programs which leverage digital platform capabilities and human assisted interactions
• Develop programs which deliver robust relationships with all customers, fostering trust and loyalty, while growing client advocacy across our customer base to enhance satisfaction and retention
• Continuously improve existing initiatives to positively impact customer retention and ecosystem growth by way of attach and lead pass opportunities
• Further embed our use of AI, data, and propensity models to develop proactive intervention capabilities that prevent customer churn
• Partner with enabling and delivery functions within Customer Success to implement retentions programms: CX Design, CX Operations, Digital Experiences, Analytics
• Manage cross-functional teams, working closely with Sales, Product, Marketing, Analytics & Data Science to bring together a cohesive retention plan, and support teams to ensure a seamless customer journeys are built
• Ideate, design and run experiments to quantify the expected impact of proposed initiatives before formally launching them across the market
• Partner with Customer Experience Design to create the detailed design, playbook and implementation plan to enable execution of these strategic initiatives - the playbook would include an overview of the customer journey, process maps, resources needed to test/execute, measures of success etc.
• Program manage the implementation of programms - whether that be delivered by our outsourced BPO partners, in-house team members or through digital interventions
• Contribute to the establishment of the lagging and leading indicators to report on the success of our retention and monetization strategy - and confidently present impact and insights to key stakeholders and leadership
• Work with global peers and stakeholders in Canada, Australia, and US markets to understand local priorities, share new ideas, experiments and successes - to support our ‘global by design’ principles
• Contribute to the development of business cases for tech and resource investment to accelerate the roll out of AI and platform capabilities

Qualifications

• Commercially savvy - you have a proven track record of exceeding retention and revenue targets in the 1:many Customer Success space
• Strategic thinker - you have strong business acumen, and can connect the dots between the Customer Success strategy with regional strategic priorities
• Operational excellence - you feel comfortable getting into the nitty-gritty of how we implement initiatives, and tweak processes to drive efficiencies
• Data driven - you are confident digging into the numbers to quantify ROI, articulate impact and identify focus areas for continuous improvement
• Influencer - you are a people person, and amplify our impact in collaboration with your peers and stakeholders
• Confident communicator - you will have excellent written and verbal communication skills including an ability to communicate complex issues simply
• 4+ years experience in a Customer Success or similar role, ideally in a SaaS organization
• 3+ years experience in customer retention strategy and design
• Degree qualified, preferably in a related field or equivalent work experience

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

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