The Intuit 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 Customer Success from a support function to a value driver. This new role is pivotal in driving retention and monetisation through exceptional customer experiences. This cultural shift focuses on delivering what matters to our customers and driving customer value realization to increase ARPC and LTV.

This role is responsible for driving retention and customer growth across our APAC customer base (SMB, MM, and accountants). The CS team executes at scale using both digital interventions and value-added human services. The Retention and Expansion Manager APAC role is critical in creating the best onboarding, expansion, and retention programs for customers, This is a hands-on leadership role that manages a small team and reports directly to the Head of Customer Success APAC.

Responsibilities

• Strategy & Alignment: Contribute to the customer retention and monetisation strategy, aligned to both the global and local Market strategy.
• Program Leadership: Drive and deliver on the growth and retention goals, moving from reactive responses to proactive, signal-based plays that maximize high-leverage opportunities. Programs include: Onboarding, Lead generation, Saves, and Monetisation.
• Accountability: Be accountable for the achievement of growth and retention targets for customers in APAC.
• Experimentation: In partnership with BPO partners ideate, design and run experiments to quantify the expected impact of proposed growth initiatives before formally launching them across the market.
• Execution & Operations: Program manage the implementation of programs and be accountable for execution, leveraging both digital interventions and human services delivered by outsourced BPO partners and in-house teams.
• Design & Partnership: Partner with BPO, scaled CS andCustomer Experience Design to create the detailed design, playbook and implementation plan.
• Data & Insights: Use a data and insights driven approach to continuously improve existing initiatives, contributing to the establishment of the lagging and leading indicators, and confidently present impact and insights to key stakeholders and leadership.
• Investment & Capability: Contribute to the development of business cases for tech and resource investment to accelerate the roll out of AI and platform capabilities.
• International Collaboration: Work with global peers and stakeholders in Sydney, Toronto, London, and US markets to share new ideas, experiments and successes.

Qualifications

• Commercially Savvy: Proven track record of exceeding retention and revenue targets in the 1:many Customer Success space.
• Strategic Thinker: Strong business acumen, able to connect the Customer Success strategy with regional strategic priorities.
• Operational Excellence: Comfortable getting into the nitty-gritty of implementation and process optimization to drive efficiencies.
• Data Driven & Value Focused: Confident digging into the numbers to quantify ROI and articulate impact, specifically tying activation data to long-term value recognition and retention outcomes.
• Influencer & Confident Communicator: A skilled collaborator who can confidently present impact and insights, with excellent written and verbal communication skills.
• Experience: 4+ years experience in a Customer Success or similar role, ideally in a SaaS organisation.
• Qualifications: 3+ years experience in customer retention strategy and design.

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: