Growth and Retention Specialist

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: