Growth & Retention Manager, Customer Success

Overview

In this role you drive retention and growth for Intuit QuickBooks customers, focusing on welcome, nurture, retention and win-back initiatives at scale using digital and human-assisted approaches. You’ll lead cross-functional programs, leverage AI and data to prevent churn, and partner with global teams to deliver a cohesive customer journey. The role emphasizes measurable impact on retention, monetization and customer advocacy, across markets. This is your chance to shape scalable, customer-centric programs that support QuickBooks’ growth.

Pay / Benefits

• cash bonus
• equity rewards
• benefits

Responsibilities

• Contribute to retention and monetization strategy aligned with global and UK priorities
• Create and optimize welcome, nurture, retention and win-back programs including free trial conversion
• Lead new retention initiatives leveraging digital platforms and human interactions
• Build programs that foster trust, loyalty and customer advocacy while growing monetization
• Improve existing initiatives to boost retention and ecosystem growth with upsell/pass opportunities
• Embed AI, data and propensity models to enable proactive interventions
• Collaborate with CX Design, CX Operations, Digital Experiences, Analytics to implement programs
• Manage cross-functional teams across Sales, Product, Marketing, Analytics & Data Science to ensure cohesive customer journeys
• Ideate, design and run experiments to quantify impact before market launches
• Partner with CX Design to craft playbooks and implementation plans with journey maps and success measures
• Program manage implementation whether via partners, in-house teams or digital interventions
• Develop lagging and leading indicators to report on retention success and present insights to leadership
• Share learnings with global peers in Canada, Australia and US to support global by design
• Contribute to business cases for AI and platform investments to accelerate rollout of capabilities

Key requirements

• Proven track record of exceeding retention and revenue targets in a 1:many Customer Success context
• Strategic thinker with strong business acumen and ability to align CS strategy with regional priorities
• Operationally capable of implementing initiatives and optimizing processes
• Data-driven and comfortable quantifying ROI and identifying focus areas
• Influencer with strong collaboration skills across stakeholders
• Confident communicator with clear written and verbal messaging of complex issues
• 4+ years in Customer Success or similar role in a SaaS environment
• 3+ years in customer retention strategy and design
• Degree qualified, preferably in a related field or equivalent experience

• collaboration
• strong communication
• influencing skills
• AI and data-driven decision making
• propensity models
• data analytics

…