Growth and Retention Manager, Customer Success (SaaS)

Location: London, United Kingdom

Company

hirify.global is a global financial technology platform serving individuals, accountants, sole traders, and small businesses through products including QuickBooks, TurboTax, Credit Karma, and Mailchimp.

What you will do

• Contribute to the Customer Success retention and monetization strategy for the UK and global markets.
• Create welcome, nurture, retention, winback, and free-trial conversion programs for QuickBooks customers.
• Develop digital and human-assisted interventions that improve retention, loyalty, advocacy, and ecosystem growth.
• Use AI, data, and propensity models to build proactive churn-prevention capabilities.
• Design experiments, quantify expected impact, and establish leading and lagging performance indicators.
• Manage cross-functional implementation with Sales, Product, Marketing, Analytics, Data Science, CX, and delivery teams.

Requirements

• 4+ years of experience in Customer Success or a similar role, ideally in a SaaS organization.
• 3+ years of experience in customer retention strategy and design.
• Proven success exceeding retention and revenue targets in a 1:many Customer Success environment.
• Strong commercial judgment, business acumen, operational execution, and data analysis skills.
• Excellent written and verbal communication skills, including the ability to explain complex issues clearly.
• Degree qualification or equivalent work experience.

Culture & Benefits

• Work with global peers and stakeholders across Canada, Australia, the United States, and the United Kingdom.
• Contribute to global-by-design initiatives and share experiments and successful practices across markets.
• Competitive compensation with a performance-based rewards approach.
• Potential eligibility for cash bonus, equity rewards, and employee benefits under applicable plans.