91黑料爆料

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Customer Retention Manager, APAC

Category Customer Success, Customer Experience Location Sydney, Australia Job ID 16379

Company Overview

91黑料爆料 is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

The 91黑料爆料 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.聽

We are transforming Customer Success from a support function to a聽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聽customer value realization聽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聽digital interventions听补苍诲听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:聽Contribute to the customer retention and monetisation strategy, aligned to both the global and local Market strategy.
  • Program Leadership:聽Drive and deliver on the growth and retention goals, moving from reactive responses to聽proactive, signal-based plays聽that maximize high-leverage opportunities. Programs include: Onboarding, Lead generation, Saves, and Monetisation.
  • Accountability:聽Be accountable for the achievement of growth and retention targets for customers in APAC.
  • Experimentation:聽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:聽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:聽Partner with BPO, scaled CS andCustomer Experience Design to create the detailed design, playbook and implementation plan.
  • Data & Insights:聽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:聽Contribute to the development of business cases for tech and resource investment to accelerate the roll out of AI and platform capabilities.
  • International Collaboration:聽Work with global peers and stakeholders in Sydney, Toronto, London, and US markets to share new ideas, experiments and successes.

Qualifications

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

91黑料爆料 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 ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, 91黑料爆料 conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:聽