Growth & Retention Lead for SMB & Accounting SaaS

Intuit, Inc.; Greater London; Ibrido; GBP 55.000 - 90.000; Tempo pieno

Descrizione del lavoro

Intuit, Inc. is seeking a Customer Success Lead in Greater London to drive retention, nurture and monetization programs for QuickBooks customers.

The role focuses on high-touch 1:1 and 1:many initiatives, including welcome and win-back campaigns, with emphasis on AI-enabled proactive interventions to reduce churn. You will collaborate with Sales, Product, Marketing, and Analytics to build cohesive customer journeys, scale programs globally, and report impact to leadership.

Competenze

• 4+ years experience in a Customer Success or similar role, ideally in a SaaS organization.
• 3+ years experience in customer retention strategy and design.
• Degree qualified, preferably in a related field or equivalent work experience.
• Commercially savvy with a proven track record of retention and revenue targets.
• Strategic thinker with strong business acumen and regional priorities.
• Operationally excellent with process optimization.
• Data-driven with ability to quantify ROI and ROI.
• Influencer capable, collaborative with peers and stakeholders.
• Confident communicator with clear written and verbal skills.

Mansioni

• Contribute to the Customer Success retention and monetization strategy, aligned to global and UK strategy.
• Create welcome, nurture, retention and win-back programs for QuickBooks customers.
• Drive retention programs leveraging digital platform capabilities and human interactions.
• Develop programs strengthening relationships and loyalty while growing client advocacy.
• Improve initiatives to impact retention and ecosystem growth; lead pass opportunities.
• Embed AI, data, and propensity models for proactive intervention to reduce churn.
• Partner with CX Design, CX Operations, Digital Experiences, Analytics to implement programs.
• Manage cross-functional teams with Sales, Product, Marketing, Analytics & Data Science.
• Ideate, design and run experiments to quantify impact before launch.
• Design detailed playbooks and implementation plans for execution across markets.
• Program manage implementation via partners, in-house teams or digital interventions.
• Establish lagging and leading indicators; report to stakeholders and leadership.
• Collaborate with global peers in Canada, Australia, and US to share ideas and successes.
• Contribute to business cases for tech and resource investment to accelerate AI/platform capabilities.

Conoscenze

Customer Success

Retention strategy

Strategic thinking

Data analysis

Communication

Formazione

Bachelor's degree or equivalent

Descrizione del lavoro

Intuit, Inc. is seeking a Customer Success Lead in Greater London to drive retention, nurture and monetization programs for QuickBooks customers.

The role focuses on high-touch 1:1 and 1:many initiatives, including welcome and win-back campaigns, with emphasis on AI-enabled proactive interventions to reduce churn. You will collaborate with Sales, Product, Marketing, and Analytics to build cohesive customer journeys, scale programs globally, and report impact to leadership.