SMB Growth Manager - 12 month FTC

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Who we are, what we do & why we do it:

We are Dext - the world's leading provider of accounting automation and spend management software. Our products give businesses real-time visibility and control over spend, payments and expenses, and help accountants and bookkeepers reach new levels of efficiency when working with complex financial data workflows. We are trusted by over 1 million SMBs worldwide. Our solutions embrace AI, machine learning and emerging technologies to advance and improve the accounting process for all, to make accounting more effortless.

We are now seeking a SMB Growth Manager to join our Growth Team on a 12 month fixed-term contract. Mission/purpose is to identify, execute and track initiatives to ensure our SMB customers understand the value of Dext and engage with the product, reducing churn risk, increasing upsell and winning back customers who might have cancelled their subscription, while working cross-functionally with product, marketing, education and support teams.This role will report to our VP of Growth.

The Role - what you'll do as our SMB Growth Manager

• Responsible for the delivery and optimisation of core retention KPIs (Churn, GRR, Reactivation, Cancellation rate)
• Work in partnership with BI, Marketing, Product and Support to mitigate churn drivers, and implement initiatives to improve retention across Dext's direct SMB customer base
• Analyse product data and gain a deep understanding of our customers, to identify opportunities and brainstorm ideas to maximise engagement and retention
• Develop and own the delivery of the testing roadmap for all retention journeys, save tactics, cancellation flows improvements, win-back programs and track and report on impact and learnings
• Be the expert in Involuntary Churn, working with Dext finance and product teams to reduce payment issues for customers and improving involuntary churn metrics
• Internal stakeholder management and collaboration across Marketing, Product, Business Intelligence, Customer Success and Support

About you - what we are looking for:

Below are our ideal requirements, but we hire on potential, not just on experience, and we know that some people are less likely to apply for a role if they don't meet 100% of the criteria. At Dext we are committed to cultivating a diverse, inclusive and empowering culture, so please apply if you meet the majority of these competencies.

• Proficient in developing and implementing retention strategies
• Familiarity with data analytics tools (e.g., Looker, Mixpanel)
• Previous experience in Growth, Customer success/engagement, or Consulting
• Experience with CRM software (e.g. Hubspot, Intercom, Salesforce)
• Deep understanding of SaaS business models, in particular PLG
• Ability to connect with customers and understand customer needs
• Leadership and team management
• Customer-centric mindset
• Proactive and results driven
• Collaborative and team-oriented

What you will be part of - our values, culture and behaviours:

We are a highly ambitious, innovative, market-leading FinTech. We are a global, Private Equity backed business (HgCapital), but we have the dexterity and pace of a scale-up. We are uncompromising in our desire to achieve our best, day-in day-out, and we have three clear values which guide everything we do:

Be Brave - Everyone in the company has a voice to challenge ideas and the status quo.

Be Exceptional - We set high standards and aim to be exceptional at what we do.

Be Together - We are one team. There is no such thing as individual success without team success.

Our behaviours are how we practically live and breathe our values and are an essential part of life at Dext. Our behaviours guide us and inform how we communicate, collaborate and support each other. They are:

Be Diverse, be Courageous, be Considerate, be Transparent, be Focused, be Accountable, and above all, be Dexterous!

What we will give you - the perks:

• Competitive salary;
• Flexible working;
• 25 days off plus bank holidays volunteering days, summer hours and a day off the week of your birthday;
• Employer-paid private medical insurance and health cash plan (Medicash - reloadable shopping cards, cinema ticket discounts, online discounts and more!);
• Cycle to work scheme;
• Access to LinkedIn Learning;
• Payroll giving;
• Income protection;
• Mental health support through Help@Hand.

See who you would be reporting to https://www.linkedin.com/in/tracy-jawhar/