Retention and Monetization Strategy Lead
2 weeks ago
About Intuit
Intuit is a 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.
Our Mission
We never stop working to find new, innovative ways to make that possible. Our team is dedicated to delivering exceptional customer experiences that drive growth and retention.
About the Role
We are seeking a Senior Manager - Customer Success to lead our customer success retention and monetization strategy. As a key member of our team, you will be responsible for designing and driving initiatives to achieve retention and monetization targets.
Key Responsibilities
- Design and drive the customer success retention and monetization strategy, aligned to both the global Customer Success 'growth and retention' strategy, and the Intuit Canada and Global growth markets retention strategy.
- Continuously improve existing initiatives to achieve retention and monetization 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 Customer Experience Design to create the detailed design, playbook, and implementation plan to enable execution of these strategic initiatives.
- Programme manage the implementation of programs - whether that be delivered by our outsourced BPO partners, in-house team members, or through digital interventions.
- Design the establishment of the lagging and leading indicators to report on the success of our retention and monetization strategy.
- Manage cross-functional relationships across Product, Marketing, Analytics & Data Science to bring together a cohesive growth and retention plan for the local market.
- Work with global peers and stakeholders in Canada, London, Sydney, and US markets to understand local priorities, share new ideas, experiments, and successes.
- Development of business cases for tech and resource investment to accelerate the roll out of AI and platform capabilities.
Requirements
- 4+ years of experience leading customer success, retention lifecycle, or similar role, ideally in a SaaS organization.
- 3+ years of experience in leading a team of individual contributors driving growth and retention programs.
- 3+ years of experience in generating retention and growth strategies for the business.
- Degree qualified such as MBA, preferably in a related field or equivalent work experience.
What We Offer
- The role is Toronto-based, aligned to our hybrid work policy.
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