Intuit Customer Success Scale - Growth & Retention Senior Manager APAC 

Australia, New South Wales, Sydney 

770683349

• Design and drive the customer success value realisation, retention and monetisation strategy, aligned to both the global Customer Success strategy, and the Intuit APAC priorities
• Continuously improve existing initiatives to achieve retention and revenue targets - including onboarding, service to sales, and win-backs
• Ideate, design and run experiments to quantify the expected impact of proposed initiatives before formally launching them across the region
• Create service designs and playbooks 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.
• Partner with the programme management team on the implementation of new initiatives - whether that be delivered by our outsourced BPO partners, in-house team members or through digital interventions
• Establish 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 local market
• Work with global peers and stakeholders in Canada, London, Sydney and US markets to understand local priorities, share new ideas, experiments and successes - to support our ‘global by design’ principles
• Development of business cases for tech and resource investment to accelerate the roll out of AI and platform capabilities.

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

• 4+ years of experience leading customer success, retention lifecycle or similar role, ideally in a SaaS organisation
• 3+ years of experience in leading a team of individual contributors
• Degree qualified such as MBA, preferably in a related field or equivalent work experience