Head of Customer Success, Canada
Intuit
Head of Customer Success, Canada
Location(s): Toronto, CanadaCompany Overview
Intuit is the 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. We never stop working to find new, innovative ways to make that possible.
Job Overview
As the Head of Customer Success Canada, you will have full responsibility to ensure Intuit offers our customers an unforgettable experience across our products and services. You will be responsible for leading critical touchpoints in the customer experience, including customer onboarding and launching new service offerings for customers within Intuit’s rapidly growing Canadian market. You will be instrumental in leading a well-established team through both a ‘hands on’ and strategic approach. You will be expected to drive thought leadership by setting strategy, developing priorities, and leading through innovation in our service models and customer journeys.
THE ROLE
We are transforming our customer success function from a cost centre to a value driver, playing a pivotal role in driving growth and retention, through delivery of stellar customer experiences that build confidence at every touchpoint. This cultural shift moves from an approach that focuses on traditional call centre indicators to delivering what matters to our customers and harnessing the power of our ecosystem of products and services. Customer and employee satisfaction is critical for us, and we are renowned for addressing our customers’ issues and demonstrating true customer obsession.
This role reports directly to the Director of International Customer Success, and sits on the leadership teams of both the Canada market and International Customer Success.
A critical element of your role will be to create well-integrated and highly effective teams, partnering across multiple geographies, and developing them so they can do the best work of their lives.
You will play an active role on the International Customer Success leadership team and help to create and drive global best practice. In addition, you will contribute to the long-term Canada strategy, proactively collaborating with Product Management, Marketing and Sales leaders to deliver great experiences that fuel market growth.
Qualifications
Proven track record of success and significant experience in a fast-paced organisation, 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 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 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
- Change leader, with experience in a dynamic work environment, managing and executing complex system and organisational 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.
Responsibilities
- Create and lead the vision and strategy for Canada CS, leveraging CS as a strategic asset to drive retention and ecosystem growth of our customers
- Develop and prioritise the Canada CS strategy to deliver on business goals and contribute to the overall growth and success of these markets
- Promote an “advocacy” culture and mind-set across the organisation, 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 whilst 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 organisation
- 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, behaviours, 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 monetisation 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 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
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
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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