Retention Manager, Accountants and Mid Market

This new role will be responsible for driving retention and customer growth across our Accountant and Mid Market customer base. We focus on 1:1 high touch CSM offerings, 1:many initiatives, both digital and value added human services. This enables us to execute on our strategy s role is critical in ensuring we create the very best welcome, nurture, retention and winback programmes for Intuit Quick Books customers, including free trial conversion.

• Contribute to the Customer Success retention and monetization 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 Quick Books customers
• 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 programs: 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 programs - 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

• 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
• 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…