Senior Manager, Customer Success (Growth & Retention) London, United Kingdom

Intuit · London

Intuit's Global Business Solutions Group (GBSG) is dedicated to delivering a portfolio of solutions that help businesses thrive at every stage of growth — from solopreneurs to mid-market — across accounting, payroll, payments, bill pay, and more.

The Manager 2, Growth & Retention leads Intuit's Customer Success growth and retention agenda across UK, AU & RoW. This is a revenue-accountable people-leadership role that owns the strategy, execution and performance of the region's cross-sell/up-sell and retention programs, and leads the launch of the new PCSM (Partner Customer Success Management) proposition across all three markets. The role turns service interactions into commercial outcomes at scale — running an incremental revenue portfolio, standing up new propositions through service design and workforce build-out, and holding programs to their unit and productivity (ITPY) targets. It partners closely with Customer Success and go-to-market leadership to align goals and drive prioritisation across regions.

Responsibilities

Own regional revenue delivery — accountable for a multi-market growth and retention portfolio (c. $7m), including the Serve to Sell program and Saves, managing each to its revenue, unit and ITPY targets.
Design and execute strategy — define functional growth and retention strategies for UK, AU & RoW, and oversee delivery through programme management of internal and outsourced (BPO) teams.
Launch the PCSM proposition — lead the end-to-end launch across all three regions, spanning service design (persona, engagement model, customer experience), BPO hiring and capacity build-out, and business performance management.
Drive analytical rigour — establish the leading and lagging indicators, quantify ROI, size interventions by expected value, and build data- and finance-backed cases for change and investment.
Manage business performance — set the KPIs, reporting cadence and financial governance to steer programs post-launch and prove commercial return.
Influence stakeholders — align CS and GTM goals, build relationships with global peers and enabling teams, and influence senior leadership on prioritisation and investment.
Build and lead the team — hire, develop and retain a high-performing team across markets and outsourced partners, holding a high performance bar.

Qualifications

Proven people-leadership experience at manager level in Customer Success, growth/retention, or a commercial operations function, ideally across multiple markets.
Strategy development and execution — strong business acumen to translate market imperatives into retention and monetisation strategies, and to deliver them through internal and outsourced teams.
Data-driven and analytical thinking — high data literacy; confident quantifying ROI, identifying trends across quantitative and qualitative sources, and presenting findings clearly to senior audiences.
Stakeholder management and influencing — able to build and maintain strong global relationships and influence senior leadership to drive quick decisions.
Business and commercial acumen — understands the mechanisms that drive growth and retention from support and value-added services; balances risk/reward with velocity; builds persuasive business cases for AI and platform investment.
Experience launching new propositions or services — including service design, BPO/vendor management and workforce scaling — is strongly preferred.
Demonstrates Intuit's values: Customer Obsession, Stronger Together, and Courage.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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.

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