Manager 2, Customer Success (Growth & Retention)

Overview

In this role, you own the regional growth and retention agenda for UK, AU and RoW within Intuit’s Global Business Solutions Group. You will drive cross-sell/up-sell and retention programs, launching the PCSM proposition across all three markets, with a focus on turning service interactions into commercial outcomes. You’ll lead multi-market initiatives, coordinate internal and outsourced teams, and deliver measurable revenue and productivity targets. This is a hands-on leadership role with a strong emphasis on data-driven decisions and cross-functional influence.

Pay / Benefits

• competitive compensation
• bonus and equity opportunities
• strong pay-for-performance rewards
• benefits package
• opportunity to influence global strategy
• employee development and growth

Responsibilities

• Own regional revenue delivery for a multi-market portfolio (~$7m) including Serve to Sell and Saves with revenue, unit and ITPY targets
• Design and execute growth and retention strategies for UK, AU & RoW; manage delivery through internal and outsourced teams
• Launch the PCSM proposition across three regions, covering service design, hiring, capacity build-out and performance management
• Establish leading/lagging indicators, quantify ROI, size interventions by value, and build data- and finance-backed cases for investment
• Set KPIs, reporting cadence and financial governance to steer programs post-launch and prove commercial return
• Influence stakeholders by aligning CS and GTM goals and engaging global peers and enabling teams
• Build and lead a high-performing team across markets and outsourced partners; maintain a high performance bar

Key requirements

• Proven people-leadership experience at manager level in Customer Success, growth/retention, or commercial operations, across multiple markets
• Strong strategy development and execution to translate market imperatives into retention and monetisation strategies
• High data literacy with ability to quantify ROI and present findings clearly to senior audiences
• Stakeholder management and influencing skills to drive quick, informed decisions
• Solid business and commercial acumen; understands growth mechanics and builds persuasive cases for AI and platform investments
• Experience launching new propositions or services, including service design, BPO/vendor management and workforce scaling
• Demonstrates Intuit’s values: Customer Obsession, Stronger Together, and Courage

• Stakeholder management
• Leadership and people development
• Strategic thinking and business judgment
• Data-driven decision making
• ROI analysis and financial governance
• Program management and delivery across internal and outsourced teams

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