Senior Manager, Customer Success - Retention Strategy

| San Diego, CA
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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

The Consumer Group is committed to transforming the mindset of our organization to champion a culture where we are NEVER satisfied losing a customer. In order to do this, we must change the hearts and minds of every employee to stay customer committed and obsessed to deliver the benefits of complete confidence, more money and ease for every customer so there is never a reason for customers to leave us.

With this in mind, we are recruiting for a Senior Manager of Retention strategy to lead a horizontal Retention capability driving the growth strategy for our at-risk customer segments focused on service recovery programs, personalized offers and messaging with proactive interventions at known areas of defection in the customer lifecycle both in and out of product through data driven solutions. This leader partners with other dedicated leaders from critical functions like Product, PD, Design, Data and Marketing to ensure we are collectively designing segment specific experiences both at the point of need when they are engaging with our products and through proactive targeted outreach when critical life events affect our customers' financial freedom at unexpected moments of truth in their life.

What you'll bring

A passion for delighting customers

  • customer obsessed proven leader with at least 5-10 years' experience in a services based industry or SaaS organization, influencing customer experience management in Customer Success, Product marketing, Lifecycle Marketing or similar functions
  • Exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals.



Bold, Innovative builder

  • Experience rapidly driving new customer-facing experiences in ambiguous spaces
  • Unafraid to take the initiative to lead teams and do "never been done" work
  • Define what can be versus expanding or replicating what is already in play.



Data driven decision maker

  • Take data to insight to strategy
  • Operational excellence



Exceptional storyteller and partner

  • Experience driving and keeping alignment with senior leadership using exceptional storytelling skills
  • Ability to mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best-in-class solutions.
  • Experience influencing senior management in customer success, product marketing, or similar functions



  • Bachelor's degree in psychology, business management, marketing, or related field; MBA preferred



If you have a passion for disruption and a track record of success developing and launching

technology products for consumers, we'd like to hear from you!

How you will lead

We strive to deliver delightful experiences to all of our customers, and when things go wrong, we want to set them right. Your role, as part of our Never Lose a Customer growth priority, will be to identify large scale opportunities to prevent negative customer experiences, and create strategies to repair relationships with customers who do experience problems. Your work will help drive CG's 3 year strategy delivering overall retention and reacquisition outcomes across our portfolio of 35M TurboTax customers, cutting our annual customer attrition by half and driving net new customer growth through retaining past customers resulting in over $500M in revenue in 3 years.

You will be part of a team focused on executing hypothesis driven experiments, uncovering customer driven insights, leading competitive benchmarking and CDI frameworks to prioritize work within areas of the customer lifecycle where service recovery, repairing the relationship, and engaging with customers from tax completion until they start the following year to make a step change reduction in defection across our customer base for TurboTax.

More Information on Intuit
Intuit operates in the Fintech industry. The company is located in Mountain View, CA, San Diego, CA, Woodland Hills, CA, San Francisco, CA, Tucson, AZ, Plano, TX, Washington, DC, DC, Eagle, ID and New York, NY. Intuit was founded in 1983. It has 14200 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, OKR operational model, Team based strategic planning and Pair programming. To see all 35 open jobs at Intuit, click here.
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