Intuit · 8 hours ago
Retention Manager 1 (Saves Team)
San Diego, CA
Full-time
Onsite
Mid LevelIntuit is the global financial technology platform that powers prosperity for the people and communities we serve. The Saves team is responsible for retaining customers that are on the verge of canceling their Online and Desktop QuickBooks, and the Manager 1 will lead a team to achieve Service Delivery goals and improve customer experiences.
AccountingFinancial ServicesFinTechPaaSSoftware
Responsibilities
Effectively lead the delivery of QBO and Desktop retention, acting as the interface between Intuit senior leadership, experts, and invested stakeholders
Utilize key metrics and leading indicators to understand how we are performing for customers, where we can improve and identify priorities to improve the experience
Perform regular call monitorings aligned to an appropriate QA standard to validate actual expert performance versus expectations, and provide feedback in support of outlier management
Meet regularly with your experts to help them develop their career, evaluate current performance, identify opportunities for improvement, and drive accountability for the delivery of excellent customer experiences
Drive innovative impact - in partnership with the CX team and other stakeholders, continuously assess and leverage appropriate continual improvement techniques such as Gemba Walks, to recommend improvements to processes, tools and training, and quickly develop and execute learning plans, in service to delivering better customer and expert experiences
Provide quantitative and qualitative insights to relevant stakeholders to improve their understanding of current wins and opportunities which can influence product improvements and service delivery
Partner with Operations, L&D and other teams to ensure new experts are onboarded correctly and to quickly resolve technical issues
Role model Intuit’s values daily, and lead by example
Qualification
Required
Strong Quickbooks Online and Desktop product expertise strongly preferred
Demonstrated people leadership experience in a customer service environment strongly preferred
The ability to recognize a situation, own it and make sound decisions quickly, often with minimal data and direction
Strong leadership skills, with the ability to boldly identify areas of opportunities and provide feedback to drive and support performance improvement
Excellent problem solving skills, proactive, pragmatic and solution oriented, able to think on their feet while guiding and educating others through complex situations, while spotting emerging trends and taking appropriate actions to raise awareness and drive durable solutions
A customer obsessed mindset and skill in handling challenging situations with empathy and determination for an optimal outcome is a must
Excellent verbal, written and interpersonal skills, capable of building trust and alignment with others and articulating a compelling argument or description of an issue and associated remedy to leaders and stakeholders
Excellence in current core role, demonstrated ability as an outstanding role model and change leader
Experience in launching and sustaining retention programs within a Customer Success environment
Must be competent in the use of GSuite and other office tools, as well as deep knowledge on the use of agent tools (e.g Salesforce, etc.)
Ability to manage multiple priorities within a fast paced and high volume environment and make good decisions quickly (sometimes in the absence of concrete data)
Flexibility to adapt and thrive as Intuit's business needs evolve
Ability to articulate any limitations of data, as well as identify customer insights from data
Benefits
Cash bonus
Equity rewards
Benefits
Company
Intuit
Intuit provides financial software solutions to empower individuals and businesses.
Founded in 1983
10001+ employees
H1B Sponsorship
Intuit has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (693)
2024 (550)
2023 (586)
2022 (842)
2021 (773)
2020 (514)
Funding
Current Stage
Public CompanyTotal Funding
$8.52BKey Investors
JP Morgan Chase
2025-01-31Post Ipo Debt· $4.5B
2023-09-12Post Ipo Debt· $4B
2011-01-19Post Ipo Equity· $6.7M
Leadership Team
Sasan Goodarzi
Chief Executive Officer
Alex Balazs
Chief Technology Officer
Recent News
2026-01-22
2026-01-22
Company data provided by crunchbase