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Growth & Retention Lead
3 months ago
Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.
The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.
THE ROLE
We are transforming our customer success function from a cost centre to a value driver. We now play a pivotal role in driving retention and monetisation, through delivery of exceptional customer experiences that build confidence at every touchpoint. This cultural shift moves from an approach that focuses on traditional call centre indicators to delivering what matters to our customers and harnessing the power of our ecosystem of products and services to increase ARPC and LTV.
This new role will drive the overall customer success strategy for retention and monetisation of our customer base. As 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 reports directly to the Head of Customer Success Australia and global growth markets,, and is a member of the local Customer Success leadership team.
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 Australia and Global growth markets 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 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.
- 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 local market
- Work with global peers and stakeholders in Canada, London, and USA markets to understand local 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.
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