Growth and Retention Lead

Overview

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.

We are transforming our customer success function from a cost center 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 center 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 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.

This role reports directly to the Senior Manager of Growth and Retention with scope across the local market .

What you'll bring

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 local market 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 experience in a customer success or similar role, ideally in a SaaS organization
• 3+ years experience in executing on customer retention initiatives and a clear understanding of key growth and retention success measures
  
  

How you will lead

• Contribute to the customer success retention and monetisation 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.
• Programme manage 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