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Customer Success Strategist

2 months ago

Toronto, Ontario, Canada Intuit Full time

About Intuit

At Intuit, we believe that everyone should have the opportunity to prosper. As a global financial technology platform, we power prosperity for the people and communities we serve.

Job Summary

We are seeking a highly skilled Customer Success Strategist to lead our retention and monetization efforts in Canada. The ideal candidate will have a proven track record of exceeding revenue targets in the 1:many customer success space and will be responsible for designing and driving the customer success retention and monetization strategy.

Key Responsibilities

  • Design and drive the customer success retention and monetization strategy, aligned to both the global Customer Success 'growth and retention' strategy, and the Intuit Canada and Global growth markets retention strategy
  • Continuously improve existing initiatives to achieve retention and monetization targets - including customer onboarding, cancellation saves, and AI driven upsell recommendations
  • Partner with Customer Experience Design to create the detailed design, playbook and implementation plan to enable execution of these strategic initiatives
  • Programme manage the implementation of programs - whether that be delivered by our outsourced BPO partners, in-house team members or through digital interventions
  • Design the establishment of the lagging and leading indicators to report on the success of our retention and monetization strategy

Requirements

  • 4+ years of experience leading customer success, retention lifecycle or similar role, ideally in a SaaS organisation
  • 3+ years of experience in leading a team of individual contributors driving Growth and Retention programs
  • 3+ years of experience in generating retention and growth strategies for the business
  • Degree qualified such as MBA, preferably in a related field or equivalent work experience

What We Offer

  • A dynamic and collaborative work environment
  • Opportunities for professional growth and development
  • A competitive compensation and benefits package