EMEA Growth & Retention Lead

Intuit Inc.; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global software leader seeks an experienced individual to contribute to their customer success strategy focusing on retention and monetisation. The position, based in London, follows a hybrid model with three days onsite. Responsibilities include driving growth and retention goals, enhancing customer onboarding, and collaborating with cross-functional teams. Candidates should have over 4 years' experience in customer success and solid skills in data analysis and communication, ensuring customer-focused solutions align with strategic priorities.

Benefits

Cash bonus

Equity rewards

Comprehensive benefits package

Qualifications

• 4+ years experience in customer success programs.
• 3+ years experience in customer retention initiatives.
• Confident in using customer success tools like Salesforce.

Responsibilities

• Contribute to customer success strategy for retention.
• Drive growth and retention goals across multiple programs.
• Implement and execute customer onboarding and upsell initiatives.

Skills

Experience in customer success programs

Understanding of growth and retention metrics

Operational excellence

Customer-centric focus

Tooling (Salesforce, Tableau)

Commercially savvy

Strategic thinking

Data driven decision making

Excellent communication skills

Tools

Salesforce

Tableau

ChiliPiper

Job description

This role is an individual contributor position that reports directly to the Senior Manager of Growth and Retention. With scope across the local market, you'll be based from our London office (Victoria) where we have a 3 days onsite hybrid working policy.

Overview

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 focussed 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 customer lifetime value and ARPC.

You will help to shape and deliver the 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.

Responsibilities

• Contribute to the customer success retention and value realisation strategy, aligned to both the global Customer Success ‘growth and retention’ strategy, and the local Market strategy
• Drive and deliver on the growth and retention goals established under the programs: Onboarding, Lead generation, Saves, and Monetisation programs
• Continuously improve existing initiatives to achieve retention and monetisation targets – including customer onboarding, lead generation, cancellation saves, and AI driven upsell recommendations.
• Ideate, design and run experiments to quantify the expected impact of proposed growth 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.
• Drive the implementation of programs and be accountable for the execution of the program through collaborating with internal stakeholders – whether they be delivered by our outsourced BPO partners, in-house team members or through digital interventions
• Contribute to 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
• Contribute to the development of business cases for tech and resource investment to accelerate the roll out of AI and platform capabilities.
• Work with global peers and stakeholders in Sydney, London, and US markets to share new ideas, experiments and successes – to support our ‘global by design’ principles
• Influencer – you are a people person, and amplify our impact in collaboration with cross‑functional teams and a wider variety of stakeholders (up to a senior level).

Qualifications

• 4+ years experience in designing and executing customer success programs at scale, ideally in a SaaS or Fintech organisation
• 3+ years experience in executing on customer retention initiatives and a clear understanding of key growth and retention success measures including GRR and increasing ARPC
• Operational excellence – you feel comfortable getting into the nitty‑gritty of how we implement initiatives, and tweak processes to drive efficiencies
• Customer centric – you put the customer at the heart of the decisions you make and design for delight, you have a background in delivering customer success at scale in a SaaS environment.
• Tooling – confident using & tweaking tools such as Salesforce, Tableau, ChiliPiper etc
• 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 local market strategic priorities
• Data driven – you are confident digging into the numbers to quantify ROI, articulate impact, and identify focus areas for continuous improvement
• Confident communicator – you have excellent written and verbal communication skills, including an ability to communicate complex issues simply

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.