Customer Success Growth and Retention Lead
Found in: Talent UK C2 - 2 weeks ago
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Qualifications
ABOUT YOU
Commercially savvy - you have a proven track record of exceeding 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 Extensive experience in a customer success or similar role, ideally in a SaaS organisation
Responsibilities
Design and own the customer success retention and monetisation strategy, aligned to both the global Customer Success ‘growth and retention’ strategy, and the Intuit UK retention strategy Continuously improve existing initiatives to achieve retention and monetisation targets - including customer onboarding, cancellation saves, and AI driven upsell recommendations Ideate, design and run experiments to quantify the expected impact of proposed initiatives before formally launching them across the market Partner with Service Design to create the detailed design, playbook and implementation plan to enable execution of these initiatives - the playbook would include an overview of the customer journey, process maps, resources needed to test/execute, measures of success etc. Programme manage the implementation of the strategy - whether that be delivered by our outsourced BPO partners, in-house team members or through digital interventions Establish the lagging and leading indicators to report on the success of our retention and monetisation strategy - and confidently present impact and insights to key stakeholders and leadership Manage cross-functional relationships across Product, Marketing, Analytics & Data Science to bring together a cohesive growth and retention plan for the UK market Work with global peers and stakeholders in Canada, Australia, USA, and emerging markets to understand UK priorities, share new ideas, experiments and successes - to support our ‘global by design’ principles Write business cases for tech investment to accelerate the roll out of AI and platform capabilities in the UK-
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