Growth and Retention Strategist

Overview

We are seeking a passionate and experienced Growth and Retention Strategist to join our high-performing Customer Success Growth & Retention team focused on churn reduction. This role is uniquely positioned to work alongside customer success experts and leverage in product and out of product customer support channels to design and execute initiatives that reduce churn and enhance customer experiences. If you have deep experience as a product manager/strategist for SaaS businesses, mastery of Salesforce functionality, and working knowledge of customer success organizations, we want to hear from you!

What you'll bring

The Ideal Candidate For This Role

• Experience in SaaS Businesses: Proven track record of working in SaaS organizations with deep understanding of subscription-based models, user engagement, and customer retention strategies.
• Salesforce Expertise: Proficient in Salesforce functionality, including data segmentation, customer success representative workflows, customer lifecycle management, and reporting dashboards.
• Customer Success Knowledge: Hands-on experience working within or alongside customer success teams, with a strong grasp of how retention programs support long-term growth.
• Analytical Mindset: Strong ability to interpret customer data, identify retention trends, and implement actionable insights to reduce churn.
• Collaborative Problem-Solving: Comfortable working across teams in a matrixed organization while driving alignment toward business objectives.
• Campaign Execution: Proven ability to design and launch targeted customer experiences both in and out of product.
• Customer-Centric Approach: Passionate about helping customers succeed, staying empathetic to their challenges while advocating for solutions that drive measurable impact.
  
  

Preferred Qualifications

• Bachelor’s degree in Business, Customer Experience, Marketing or related areas. Master’s degree or specialized certifications are a plus. Equivalent experience will be considered.
• 5 years of experience in product marketing, customer success, or similar roles in SaaS businesses.
• Experience working with financial software or with small businesses is a strong advantage.
• Ability to manage multiple projects, prioritize outcomes, and meet deadlines in a fast-paced environment.
  
  

How you will lead

As a Growth And Retention Strategist, You Will

• Collaborate with cross-functional teams, including customer success, product management, and analytics, to reduce churn and drive customer retention across our QuickBooks customer base.
• Design and execute customer experiences tailored to high value customers to proactively address pain points, reinforce product value, and deepen engagement.
• Partner closely with customer success teams to synchronize messaging and outcomes across customer communications, retention efforts, and digital support platforms.
• Use Salesforce functionality and capabilities, such as data segmentation, workflow automation, and campaign tracking, to streamline engagement strategies and measure success effectively.
• Create playbooks, toolkits, and materials that empower customer success representatives to have meaningful conversations and deliver compelling value propositions to customers to reduce churn.
• Leverage data-driven insights to identify behaviors correlated with churn risks and execute strategies to mitigate those risks.
• Monitor funnel metrics and key performance indicators (KPIs) for retention and churn, continually optimizing efforts to align with growth objectives.
• Collaborate with product teams to influence roadmap priorities based on customer feedback around adoption challenges and unmet needs.
• Test, learn and iterate quickly to drive learnings and create value with velocity.
  
  

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is: Bay Area California $164,500.00 - 222,500.00Southern California $159,000.00 - 215,000.00This 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 pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.