Head of Customer Success, Canada

4 weeks ago

Toronto, Ontario, Canada Intuit Inc. Full time
Job Title: Head of Customer Success, Canada

As the Head of Customer Success, Canada, you will be responsible for leading the customer success function in Canada, driving growth and retention through delivery of exceptional customer experiences. You will be instrumental in creating a well-integrated and highly effective team, partnering across multiple geographies to deliver business impact.

Key Responsibilities:
  • Create and lead the vision and strategy for Canada Customer Success, leveraging customer success as a strategic asset to drive retention and ecosystem growth.
  • Develop and prioritize the Canada Customer Success strategy to deliver on business goals and contribute to the overall growth and success of the markets.
  • Promote an advocacy culture and mindset across the organization, placing 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, being 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.

As Head of Customer Success for Canada, you will lead teams that focus on delivering customer and business impact in the following areas:

  • 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.

As regional leader for Customer Success, you will also have oversight of teams that manage our customer support experiences, delivered by a network of outsourced support experts. This includes:

  • 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.

Proven track record of success and significant experience in a fast-paced organization, leading customer-centric operations and teams. The ideal candidate is a:

  • Customer experience advocate, with extensive experience of leading customer experience, removing friction, and delivering stellar human and digital customer experiences.
  • Team and talent builder, with substantial leadership experience and a proven track record as a talent steward with proven history of hiring, managing, and developing a high-performing and engaged team.
  • Boundaryless leader, with cross-functional leadership experience, partnering to influence different functions at all levels.
  • Customer champion with a design mindset and demonstrated strengths in designing and improving customer experiences. Has developed clear and compelling business cases that support prioritization of work and investments.
  • Strong business acumen and commercial mindset, to create opportunities for customers to realize 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 organizations and operations, and driving growth and revenue through the power of CS.
  • Change leader, with experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
  • Strong and confident communicator. You will have excellent written and verbal communication skills, including an ability to communicate complex issues simply.

As this role is part of an International leadership team, it will require up to 10% travel as well as meetings outside of business hours.

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