Growth and Retention Lead

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Growth and Retention Lead

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Aquent

Imagine a career where your creative inspiration can fuel BIG innovation. We are a mission-driven, global financial platform company that uses technology to build solutions to challenging financial problems for millions of people around the world.

OverviewWe are transforming our customer success function from a cost center to a value driver. We now play a pivotal role in driving retention and monetisation, through delivery of exceptional customer experiences that build confidence at every touchpoint. This cultural shift moves from an approach that focussed on traditional call center indicators to delivering what matters to our customers and harnessing the power of our ecosystem of products and services to increase customer lifetime value and ARPC.

The successful candidate will help to shape and deliver the customer success strategy for retention and monetisation of our customer base. Our customers primarily consist of accountants, sole traders and small businesses, so we focus on 1:many initiatives – both digital and value-added human services to enable scalable execution.

This role reports directly to the Senior Manager of Growth and Retention with scope across the local market. This is an individual contributor role. The team working model is hybrid, with 3 days per week in the London office (Victoria).

Responsibilities

Contribute to the customer success retention and value realisation strategy, aligned to the global Customer Success growth and retention strategy and the local Market strategy

Drive and deliver on the growth and retention goals under programs: Onboarding, Lead generation, Saves, and Monetisation

Continuously improve existing initiatives to achieve retention and monetisation targets – including onboarding, lead generation, cancellation saves, and AI-driven upsell recommendations

Ideate, design and run experiments to quantify the expected impact of proposed growth initiatives before formal launch

Partner with Customer Experience Design to create detailed design, playbook and implementation plan to enable execution of strategic initiatives

Drive the implementation of programs and be accountable for execution through collaboration with internal stakeholders, outsourced partners, in-house teams or digital interventions

Contribute to lagging and leading indicators to report on the success of the retention and monetisation strategy and present impact to stakeholders

Contribute to the development of business cases for tech and resource investment to accelerate AI and platform capabilities

Collaborate with global peers in Sydney, London, and US to share ideas, experiments and successes

Qualifications

4+ years of designing and executing customer success programs at scale, ideally in a SaaS or Fintech organization

3+ years of executing on customer retention initiatives with understanding of GRR and increasing ARPC

Customer-centric mindset with experience delivering customer success at scale in a SaaS environment

Commercially savvy with a track record of exceeding revenue targets in 1:many customer success

Strategic thinker with strong business acumen and ability to align customer success strategy with local market priorities

Operational excellence with ability to implement initiatives and tweak processes for efficiency

Data-driven with ability to quantify ROI and identify focus areas for improvement

Influencer capable, collaborating with cross-functional teams and stakeholders at senior levels

Confident communicator with excellent written and verbal skills

Client DescriptionOur Client is a global technology platform that specializes in solving important financial challenges. Their products and services are AI-driven, and their accounting software is a core offering. They are recognized for their culture and entrepreneurial spirit.

Equal Opportunity EmployerAquent is dedicated to improving inclusivity and is proudly an equal opportunities employer. We encourage applications from under-represented groups and are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process for those with a medical condition, disability or ..... full job details .....