Customer Success Manager

1 day ago

Toronto, Ontario, Canada Intuit Inc. Full time
{"title": "Head of Customer Success Canada", "description": "Transforming Customer Success

As the Head of Customer Success Canada, you will play a pivotal role in driving growth and retention through delivery of stellar customer experiences that build confidence at every touchpoint.

This role requires a cultural shift from a traditional call centre approach to delivering what matters to our customers and harnessing the power of our ecosystem of products and services.

You will lead the vision and strategy for Canada CS, leveraging CS as a strategic asset to drive retention and ecosystem growth of our customers.

Key Responsibilities
  • Develop and prioritise the Canada CS strategy to deliver on business goals and contribute to the overall growth and success of these markets.
  • Lead operational performance of our services and support, meeting experience, OPEX and performance targets.
  • Engage cross-functionally with key stakeholders in other business units to drive projects, and influence decisions and priorities to enable delivery of your CS strategy.
  • Lead a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations.
  • Play a key role in the International CS leadership team, responsible for driving strategic initiatives across the group and establishing strong relationships and collaboration to support the success of all regions.
Requirements
  • Customer experience advocate, with extensive experience of leading customer experience, removing friction and delivering stellar human and digital customer experiences.
  • Strong business acumen and commercial mindset, to create opportunities for customers to realise value from our platform to drive loyalty, advocacy and retention, as well as drive ecosystem revenue growth.
  • Customer success and support expert, with demonstrated strength managing or working with customer support organisations and operations, and driving growth and revenue through the power of CS.

This role will require up to 10% travel as well as meetings outside of business hours.

", "lang_code": "en"}

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