As the Head of Customer Success APAC, 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 APAC 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.

You will lead ~20 highly engaged individuals across the following teams: (1) Customer Experience Management and Service Design, (2) Revenue Growth and Retention (3) Digital Support Experiences (4) Product Support (5) Programme Management.

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 APAC strategy, proactively collaborating with Product, Marketing and Sales leaders to deliver great experiences that fuel market growth. 

This role reports directly to the Director of International Customer Success.