Job Title

We are transforming our Customer Success function from a cost centre to a value driver. We now play a pivotal role in driving retention and monetisation, through delivery of exceptional customer experiences that build confidence at every touchpoint. This cultural shift moves from an approach that focuses on delivering what matters to our customers and harnessing the power of our platform and services to increase customer satisfaction, value realisation and NRR.This role drives the regional customer success strategy for value realisation, retention and monetisation of our customer base. As our customer base primarily consists of small businesses, we focus on 1:many initiatives - both digital and value added human services. This enables us to execute on our strategy at scale. This role will help define how we serve high-value customers, as our business continues to grow into the mid-market segment.This role reports directly to the Head of Customer Success APAC, and is a member of the APAC Customer Success leadership team.ResponsibilitiesDesign and drive the customer success value realisation, retention and monetisation strategy, aligned to both the global Customer Success strategy, and the Intuit APAC prioritiesContinuously improve existing initiatives to achieve retention and revenue targets - including onboarding, service to sales, and win-backsIdeate, design and run experiments to quantify the expected impact of proposed initiatives before formally launching them across the regionCreate service designs and playbooks to enable execution of these strategic initiatives - the playbook would include an overview of the customer journey, process maps, resources needed to test/execute, measures of success etc.Partner with the programme management team on the implementation of new initiatives - whether that be delivered by our outsourced BPO partners, in-house team members or through digital interventionsEstablish lagging and leading indicators to report on the success of our retention and monetisation strategy - and confidently present impact and insights to key stakeholders and leadershipManage cross-functional relationships across Product, Marketing, Analytics & Data Science to bring together a cohesive growth and retention plan for the local marketWork with global peers and stakeholders in Canada, London, Sydney and US markets to understand local priorities, share new ideas, experiments and successes - to support our global by design principlesDevelopment of business cases for tech and resource investment to accelerate the roll out of AI and platform capabilities.ABOUT YOUCommercially savvy - you have a proven track record of exceeding revenue targets in the 1:many customer success spaceStrategic thinker - you have strong business acumen, and can connect the dots between the customer success strategy with regional strategic prioritiesOperational excellence - you feel comfortable getting into the nitty-gritty of how we implement initiatives, and tweak processes to drive efficienciesData driven - you are confident digging into the numbers to quantify ROI, articulate impact and identify focus areas for continuous improvementInfluencer- you are a people person, and amplify our impact in collaboration with your peers and stakeholdersConfident communicator - you will have excellent written and verbal communication skills including an ability to communicate complex issues simplyEXPERIENCE & QUALIFICATIONS4+ years of experience leading customer success, retention lifecycle or similar role, ideally in a SaaS organisation3+ years of experience in leading a team of individual contributorsDegree qualified such as MBA, preferably in a related field or equivalent work experience #J-18808-Ljbffr