Reduce churn and enhance customer experiences for QuickBooks customers.
Requirements
- Proven track record of working in SaaS organizations with deep understanding of subscription-based models, user engagement, and customer retention strategies.
- Proficient in Salesforce functionality, including data segmentation, customer success representative workflows, customer lifecycle management, and reporting dashboards.
- Hands-on experience working within or alongside customer success teams, with a strong grasp of how retention programs support long-term growth.
- Strong ability to interpret customer data, identify retention trends, and implement actionable insights to reduce churn.
- Proven ability to design and launch targeted customer experiences both in and out of product.
- 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.
Responsibilities
- Design and execute customer experiences tailored to high value customers to proactively address pain points, reinforce product value, and deepen engagement.
- 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.
Other
- Collaborate with cross-functional teams, including customer success, product management, and analytics, to reduce churn and drive customer retention across our QuickBooks customer base.
- Partner closely with customer success teams to synchronize messaging and outcomes across customer communications, retention efforts, and digital support platforms.
- Customer-Centric Approach: Passionate about helping customers succeed, staying empathetic to their challenges while advocating for solutions that drive measurable impact.
- Collaborative Problem-Solving: Comfortable working across teams in a matrixed organization while driving alignment toward business objectives.
- Ability to manage multiple projects, prioritize outcomes, and meet deadlines in a fast-paced environment.
