Sr. Manager, Mid Market and Retention

Sr. Manager, Mid Market Growth and Retention

Join to apply for the Sr. Manager, Mid Market Growth and Retention role at Intuit
.

Customer retention is not just a strategy, it’s a critical lifeline for sustainable business growth. We recognize that while automated renewal processes are efficient and will be preferred for most customers, some relationships require personalized attention. By establishing a “renewal team” we free our sales team to focus on high‑value new business development and allow customer success to concentrate on strategic client relationships and not handle commercial obligations.

The renewal specialist will be empowered to manage routine yet crucial interactions—including standardized upgrades, price negotiations within predefined parameters, and intelligent case routing—thereby creating a more streamlined, cost‑effective approach to customer retention. This role is designed to ease the burden on AMs and CSMs by helping customers navigate renewals. It intentionally avoids handling contracting/billing conversations, direct selling, or issue resolution, and will evolve as our customer success and account management teams mature.

• Internal collaboration:
  Act as a strategic liaison to quickly mobilize and align sales, customer success, and other teams (as required). Identify, route, and elevate customer needs, ensuring team alignment and rapid, comprehensive solution delivery for customer requirements.
• Negotiation & problem solving:
  Engage in renewal discussions and select pricing negotiations. Address and resolve any customer concerns or obstacles to renewal.
• Upselling/cross‑selling (as applicable):
  Identify opportunities to introduce additional products, services, or upgrades that address evolving customer needs and can enhance their success.
• Process adherence & improvement:
  Follow established renewal processes and contribute to their ongoing refinement and optimization based on customer feedback and interactions.
• Customer communication:
  Serve as a point of contact for customers regarding their upcoming contract renewals. Actively listen to understand their current business needs, challenges, and objectives.
• Product & service knowledge:
  Maintain a thorough understanding of the company’s offerings, pricing models, and value proposition to effectively address customer inquiries and position solutions.

• 1‑4+ years of experience in renewals, account management, inside sales, or customer success, ideally within a B2B, SaaS, or technology environment.
• Strong verbal and written communication skills, with an emphasis on active listening, empathy, and the ability to build rapport and trust with customers.
• Proven negotiation skills to persuade customers toward a positive outcome, focusing on mutual benefit.
• Excellent organizational and time‑management skills to manage a high volume of tasks and deadlines while maintaining focus on individual customer needs.
• Strong commitment to customer satisfaction, advocacy, and building long‑term relationships.
• Proficiency with Salesforce (or similar CRM) software.
• Self‑motivated and proactive, able to work independently and take initiative in addressing customer needs.
• Teamwork:
  Ability to collaborate effectively with internal teams to ensure a holistic approach to customer success and alignment across teams.

Intuit provides a competitive compensation package with a strong pay‑for‑performance rewards approach. This position is eligible for a cash bonus, equity, and other benefits in accordance with applicable plans and programs. Pay is based on job‑related knowledge, skills, experience, and work location.