Growth and Retention Manager APAC

Company Overview

Job Overview

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.

The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.

THE ROLE

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 focuses 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 ARPC and LTV.

This new role will drive the overall customer success strategy for retention and monetisation of our customer base. As our customer base primarily consists of sole traders and small businesses, we focus on 1:many initiatives - both digital and value-added services. This enables us to execute on our strategy at scale.

This role reports directly to the Head of Customer Success APAC and is a member of the APAC Customer Success leadership team.

Responsibilities

• Design and own the customer success retention and monetisation strategy, aligned to both the global Customer Success ‘growth and retention’ strategy, and the Intuit APAC retention strategy
• Continuously improve existing initiatives to achieve retention and monetisation targets - including customer onboarding, cancellation saves, and AI driven upsell recommendations
• Ideate, design and run experiments to quantify the expected impact of proposed initiatives before formally launching them across the market
• Partner with Service Design to create the detailed design, playbook and implementation plan to enable execution of these initiatives - the playbook would include an overview of the customer journey, process maps, resources needed to test/execute, measures of success etc.
• Program manage the implementation of the strategy - whether that be delivered by our outsourced BPO partners, in-house team members or through digital interventions
• Establish 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
• Manage cross-functional relationships across Product, Marketing, Analytics & Data Science to bring together a cohesive growth and retention plan for the APAC markets
• Work with global peers and stakeholders in Canada, Australia, USA, and emerging markets to understand APAC priorities, share new ideas, experiments and successes - to support our ‘global by design’ principles
• Write business cases for tech investment to accelerate the roll out of AI and platform capabilities in APAC

Qualifications

ABOUT YOU

• 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 regional strategic priorities
• Operational excellence - you feel comfortable getting into the nitty-gritty of how we implement initiatives, and tweak processes to drive efficiencies
• Data driven - you are confident digging into the numbers to quantify ROI, articulate impact and identify focus areas for continuous improvement
• Influencer- you are a people person, and amplify our impact in collaboration with your peers and stakeholders
• Confident communicator - you will have excellent written and verbal communication skills including an ability to communicate complex issues simply

EXPERIENCE & QUALIFICATIONS

• 7+ years experience in a customer success or similar role, ideally in a SaaS organisation
• 2:1 undergraduate degree and MBA, preferably in a related field; equivalent experience will be considered

OTHER INFORMATION

• The role is Sydney based, aligned to our hybrid work policy

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. The expected base pay range for this position is: