Growth & Retention Manager, Accountants and Mid Market

Overview

In this role you drive retention and growth for Intuit’s QuickBooks customers through high-touch and digital programmes. You’ll design welcome and nurture paths, build win-back initiatives, and leverage AI-enabled insights to prevent churn. Working with cross-functional teams, you’ll scale retention across global markets and demonstrate measurable impact through experiments and data-informed decisions. This is a mission-critical role that shapes customer loyalty, monetization, and ecosystem health.

Pay / Benefits

• competitive compensation package
• cash bonus potential
• equity rewards
• benefits
• Pay for performance rewards
• regular pay comparisons for equity fairness

Responsibilities

• Contribute to retention and monetization strategy aligned to global CS and UK plans
• Create welcome, nurture, retention and win-back programmes for QuickBooks customers
• Deliver new retention programmes leveraging digital and human-assisted interactions
• Develop programmes to build trust, loyalty, and advocacy to boost retention
• Improve existing initiatives and leverage attach and lead pass opportunities
• Embed AI, data and propensity models to enable proactive interventions
• Partner with CX Design, CX Operations, Digital Experiences, Analytics to implement programmes
• Manage cross-functional teams with Sales, Product, Marketing, Analytics & Data Science to align customer journeys
• Ideate, design and run experiments to quantify impact before rollout
• Collaborate with CX Design to create playbooks, journey maps, resources, success measures
• Program manage implementation via partner or in-house teams or digital channels
• Contribute to lagging and leading indicators to report retention success to stakeholders
• Engage global peers from Canada, Australia, US to share ideas and successes
• Contribute to business cases for tech investments to accelerate AI and platform capabilities

Key requirements

• 4+ years in Customer Success or similar, SaaS preferred
• 3+ years in customer retention strategy and design
• Degree qualified or equivalent experience
• Proven track record of exceeding retention and revenue targets in 1:many CS
• Strong business acumen and ability to connect CS strategy with regional priorities
• Operationally focused with ability to implement and optimize initiatives
• Data-driven with ability to quantify ROI and identify improvement areas
• Influential with strong collaboration across peers and stakeholders
• Confident communicator with ability to explain complex issues clearly

• Influencer
• Strong communication skills
• Collaboration and cross-functional teamwork
• AI and propensity models
• Analytics and data interpretation
• Experience with retention metrics and experimentation

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