Job Specifications
Overview
The Growth and Retention Specialist is a strategic, customer-facing role focused on protecting and growing our existing customer base. This position is central to our customer retention strategy, proactively engaging customers throughout their renewal lifecycle. Beyond simply processing transactions, you will serve as a primary point of contact, ensuring our customers not only continue to find value in our products but also discover new opportunities to grow with us.
Your primary responsibilities will be to secure renewals and identify and act on opportunities to upsell and cross-sell. This requires a deep understanding of customer objectives, the ability to articulate our value proposition effectively, and a commitment to finding solutions that meet their evolving needs. The ideal candidate will be adept at navigating customer conversations and independently driving positive commercial outcomes for both the customer and the business.
Responsibilities
Own the Renewal Process: Manage the full renewal cycle, from initial communication to contract close. Proactively engage with customers to discuss upcoming renewals, address any concerns, and ensure a smooth, timely process.
Identify Upsell and Cross-Sell Opportunities: Actively listen to customer needs and challenges to identify and introduce additional products, services, or upgrades that will enhance their success and expand our footprint within their organization.
Negotiate and Problem Solve: Lead commercial discussions, including pricing negotiations, to secure renewals. Tactfully address and resolve any customer concerns or obstacles to ensure a successful outcome.
Serve as a Customer Advocate: Build strong relationships with customers, acting as a trusted advisor and a strategic liaison. Effectively communicate customer needs and feedback to internal teams, ensuring a rapid and comprehensive response.
Drive Internal Collaboration: Act as the primary link between the customer and internal teams (Sales, Customer Success, etc.). Route and escalate complex customer needs or issues to the appropriate team members, ensuring a unified and efficient approach to customer
Adhere to and Improve Processes: Follow established renewal processes while also contributing to their ongoing refinement based on customer feedback and interactions.
Qualifications
Experience: 1–4+ years of experience in a renewals, account management, or inside sales role, preferably within a B2B, SaaS, or technology environment. Proven track record of retaining and growing customer accounts.
Communication & Negotiation: Strong verbal and written communication skills with a proven ability to negotiate and persuade customers toward a positive outcome.
Customer Focus: A strong commitment to customer satisfaction and a passion for building long-term relationships that drive mutual growth.
Organizational Skills: Excellent organizational and time-management skills, with the ability to manage a high volume of tasks and deadlines while maintaining a focus on individual customer needs.
Technical Proficiency: Experience using Salesforce (or a similar CRM) is required.
Proactive & Self-Motivated: Ability to take initiative in addressing customer needs and a proactive approach to managing responsibilities and achieving targets.
Team Player: Ability to collaborate effectively with internal teams to ensure a holistic approach to customer success.
Intuit 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 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. The expected base pay range for this position is:
About the Company
Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. Serving millions of customers worldwide with TurboTax, QuickBooks, Credit Karma and Mailchimp, we believe that everyone should have the opportunity to prosper and we work tirelessly to find new, innovative ways to deliver on this belief.
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