Head of Customer Success and Growth

1 week ago

Toronto, Ontario, Canada Intuit Full time
Customer Success and Growth Leader

Intuit is a global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper.

Key Responsibilities
  • Create and lead the vision and strategy for Canada Customer Success, leveraging CS as a strategic asset to drive retention and ecosystem growth of our customers.
  • Develop and prioritize the Canada Customer Success strategy to deliver on business goals and contribute to the overall growth and success of these markets.
  • Promote an advocacy culture and mindset across the organization, which places emphasis on delighting customers in everything that we do.
  • Drive innovation through experimentation with a design thinking approach, and champion a culture of high-velocity change.
  • Effectively communicate and lead change management initiatives cross-functionally and inter-team, to drive and deliver on global best practices.
  • Be hands-on to understand the business as well as get things done. This role will need to be flexible to drive the evolution of the team and business while setting solid foundations for the future.
  • Lead operational performance of our services and support, meeting experience, OPEX, and performance targets.
  • Provide operational and thought leadership by developing priorities and managing operating mechanisms that drive a highly effective and efficient organization.
  • 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.
  • Play an integral part on the Canada leadership team, influencing and fostering strong partnerships across the group, such as Marketing, Sales, and Product.
Key Areas of Focus
  • Customer Experience: Delivering CX strategies, and generating insights by understanding both the competitive landscape and the end-to-end customer journey, including goals, behaviors, pain points, and trends. Linking CX improvements to business results, and sharing actionable recommendations to deliver AI-driven differentiated experiences for our customers.
  • Retention and Ecosystem Growth: Defining the retention and monetization strategy, and identifying opportunities to engage customers to drive loyalty, as well as revenue growth, through both our digital, service, and support channels.
  • PMO: Project managing the rollout of all changes that impact our outsourced support agents and AI-driven digital self-service platform, including launches of new products or features, regulatory changes to ensure our customer gets a seamless support experience.
  • Digital Experiences: Supporting the global digital team to understand the priorities of the Canada market and optimize our digital assets to deliver the best end-to-end customer experience. Digital experiences span self-help, social media, community, interactive voice assistant, and AI-powered digital assistant.
Regional Leadership
  • Management of BPO partnerships who deliver customer support experiences to customers, as well as onboarding sessions, cancellation saves, and other value-added services.
  • Proactively monitoring the performance, efficiency, and quality of customer support and services delivered by our BPO partners, and identifying actions to continuously improve how we serve our customers.

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