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Senior Manager - Growth & Retention
Location(s): Toronto, CanadaCompany 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.
Job Overview
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.
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 Canada and global growth markets, and is a member of the local Customer Success leadership team.
Responsibilities
- Design and drive the customer success retention and monetisation 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 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 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 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, Sydney and US markets to understand local priorities, share new ideas, experiments and successes - to support our ‘global by design’ principles
- Development of business cases for tech and resource investment to accelerate the roll out of AI and platform capabilities
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
EXPERIENCE & QUALIFICATIONS
- 4+ years of experience leading customer success, retention lifecycle or similar role, ideally in a SaaS organisation
- 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
OTHER INFORMATION
- The role is Toronto based, aligned to our hybrid work policy
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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