Head of Customer Success Canada

2 months ago

Old Toronto, Ontario, Canada Intuit Inc. Full time

Job Summary

We are seeking a highly experienced and skilled professional to lead our Customer Success team in Canada. As the Head of Customer Success Canada, you will be responsible for ensuring that our customers have an exceptional experience with our products and services.

About the Role

This is a key leadership position that reports directly to the Director of International Customer Success. You will play a pivotal role in driving growth and retention through the delivery of stellar customer experiences that build confidence at every touchpoint.

Key Responsibilities

  • Develop and Execute Customer Success Strategy

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

Lead Operational Performance

Lead operational performance of our services and support, meeting experience, OPEX and performance targets.

Provide Thought Leadership

Provide operational and thought leadership by developing priorities and managing operating mechanisms that drive a highly effective and efficient organisation.

Engage Cross-Functionally

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 High-Performing Team

Lead a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations.

Drive Strategic Initiatives

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.

Foster Strong Partnerships

Play an integral part on the Canada leadership team, influencing and fostering strong partnerships across the group, such as Marketing, Sales, and Product.

About the Team

You will lead teams that focus on delivering customer and business impact in the following areas:

  • Retention and Ecosystem Growth

Define the retention and monetisation strategy, and identify opportunities to engage customers to drive loyalty, as well as revenue growth, through both our digital, service and support channels.

Project Management Office (PMO)

Project manage 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

Support the global digital team to understand the priorities of the Canada market and optimise 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.

Customer Support

Manage our customer support experiences, delivered by a network of outsourced support experts.

Requirements

  • Proven Track Record

Proven track record of success and significant experience in a fast-paced organisation, leading customer centric operations and teams.

Customer Experience Advocate

Customer experience advocate, with extensive experience of leading customer experience, removing friction and delivering stellar human and digital customer experiences.

Team and Talent Builder

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

Boundaryless leader, with cross-functional leadership experience, partnering to influence different functions at all levels.

Customer Champion

Customer champion with a design mind-set and demonstrated strengths in designing and improving customer experiences. Has developed clear and compelling business cases that support prioritisation of work and investments.

Strong Business Acumen

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

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.

Change Leader

Change leader, with experience in a dynamic work environment, managing and executing complex system and organisational change initiatives.

Strong Communicator

Strong and confident communicator. You will have excellent written and verbal communication skills including an ability to communicate complex issues simply.

What We Offer

We offer a dynamic and supportive work environment, with opportunities for professional growth and development. As a member of our team, you will have the chance to work with a talented and diverse group of individuals who are passionate about delivering exceptional customer experiences.

Travel Requirements

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

  • Head of Customer Success Canada

    2 months ago

    Old Toronto, Ontario, Canada Intuit Inc. Full time

    {"heading": "Head of Customer Success Canada", "subheading": "Drive Customer Success and Growth in Canada", "paragraph1": "As a key member of the Intuit Inc. leadership team, you will be responsible for ensuring our customers in Canada have an exceptional experience with our products and services. This role requires a customer-centric approach, with a focus...

  • Head of Customer Success Canada

    2 months ago

    Old Toronto, Ontario, Canada Intuit Inc. Full time

    {"heading": "Head of Customer Success Canada", "subheading": "Drive Customer Success and Growth in Canada", "paragraph1": "As a key member of the Intuit Inc. leadership team, you will be responsible for ensuring our customers in Canada have an exceptional experience with our products and services. This role requires a customer-centric approach, with a focus...

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    Old Toronto, Ontario, Canada Intuit Inc. Full time

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    Old Toronto, Ontario, Canada Intuit Inc. Full time

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    Old Toronto, Ontario, Canada Intuit Inc. Full time

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    Old Toronto, Ontario, Canada Intuit Inc. Full time

    Job Title: Head of Customer Success CanadaAs the Head of Customer Success Canada, you will be responsible for leading the customer success function in Canada, ensuring that Intuit's customers have an exceptional experience across our products and services. You will be responsible for developing and executing a customer success strategy that drives retention,...

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