customer success lead

Creativelogicx

We are looking for a proactive and client-focused Customer Success Manager/Lead to build strong relationships with customers, ensure satisfaction, and drive long-term retention. The ideal candidate will act as a bridge between clients and internal teams to deliver exceptional service.Key Responsibilities<ul><li>Manage and nurture client relationships</li><li>Onboard new customers and provide product training</li><li>Ensure customer satisfaction and retention</li><li>Identify upselling and cross-selling opportunities</li><li>Resolve client issues in coordination with support and technical teams</li><li>Track customer health metrics and prepare reports</li><li>Gather client feedback to improve products/services</li></ul>Requirements<ul><li>Bachelor&rsquo;s degree in Business, Marketing, or related field</li><li>5&ndash;10 years of experience in Customer Success / Account Management</li><li>Strong communication and presentation skills</li><li>Problem-solving mindset</li><li>Experience with CRM tools (HubSpot, Salesforce, etc.)</li></ul>Preferred Skills<ul><li>Experience in SaaS or IT industry</li><li>Strong analytical skills</li><li>Ability to manage multiple accounts</li></ul>Job Type: Full-timeWork Location: In person

Customer Success Manager/Lead

CliqStudios

<div>
 
 
 Customer Success Manager
 
 
 
 CliqStudios is a kitchen design and cabinetry company serving homeowners and trade professionals across the US. We combine professional design services, quality cabinetry, and an online-first experience to deliver full kitchen solutions at scale. Our India team supports technology, part of marketing, analytics, and customer operations for our US business. We are looking for a Customer Success Manager to lead our India-based team, own key US relationships, and build a strong data-driven customer success function.
 
 
 
 
 
 
 Role Overview
 
 
 
 This role sits at the intersection of people leadership, customer success, and business intelligence.
 
 <ul>
 <li>
 Lead the India team that supports US customers and partners.
 </li>
 <li>
 Get inside the business and understand how it works. Suggest what needs to be done to grow!
 </li>
 <li>
 Use data and analytics to understand business and operational efficiency.
 </li>
 <li>
 Act as a strategic partner to US leadership, translating insights from India into clear recommendations and action plans.
 </li>
 </ul>
 
 
 
 
 
 Key Responsibilities
 
 
 <ol>
 <li>
 Team Leadership &ndash; India Customer Success
 </li>
 </ol>
 <ul>
 <li>
 Lead, mentor, and grow a high-performing India-based team (tech, analytics, part of marketing and operation).
 </li>
 <li>
 Align India tech teams with US product expectations and maintain clarity on requirements, timelines, and outcomes
 </li>
 <li>
 Partner with Marketing team on performance measurement and oversee the KPIs
 </li>
 <li>
 Serve as an escalation point for complex business problems and work cross-functionally to resolve them.
 </li>
 </ul>
 
 
 
 
 2. Business Intelligence &amp; Analytics
 
 <ul>
 <li>
 Partner with analytics and data teams to design dashboards and reports for business growth, revenue, and operational KPIs.
 </li>
 <li>
 Translate data into simple, actionable narratives for US and India leadership (what&rsquo;s happening, why, what we should do next).
 </li>
 </ul>
 
 
 
 
 3. Stakeholder Management &ndash; US &amp; India
 
 <ul>
 <li>
 Work closely with US leadership (Sales, Design, Operations, Marketing) to align on goals and priorities.
 </li>
 <li>
 Coordinate with Product, Technology, and Operations to feed customer feedback into roadmaps and process improvements.
 </li>
 <li>
 Communicate clearly and frequently across time zones, ensuring India teams are aligned with US business needs.
 </li>
 <li>
 Represent the India team in leadership forums, providing transparent updates, risks, and recommendations.
 </li>
 </ul>
 
 
 
 
 
 Required Qualifications
 
 
 <ul>
 <li>
 10+ years of total experience, with at least 5 years in Customer Success / Project Management in a B2C / B2B / B2B2C environment.
 </li>
 <li>
 BE/B.Tech from a Tier-1 or Tier-2 engineering college.
 </li>
 <li>
 Proven experience leading teams (minimum 5-10 direct reports) with measurable results on customer metrics.
 </li>
 <li>
 Strong analytical skills &ndash; comfortable working with data, building/reading dashboards, and making decisions from numbers.
 </li>
 <li>
 Experience working with international stakeholders, ideally US-based teams or clients.
 </li>
 <li>
 Excellent verbal and written communication in English; able to present clearly to senior leadership.
 </li>
 <li>
 Strong negotiation and conflict resolution skills &ndash; able to balance customer expectations with business realities.
 </li>
 <li>
 Experience in any of the following is a plus (not mandatory): e-commerce or online-first businesses; home improvement, interiors, construction, or design services; customer success for US
 </li>
 <li>
 Hands-on experience with BI tools (Power BI, Looker or equivalent).
 </li>
 </ul>
 
 
 
 
 
 Core Competencies
 
 
 <ul>
 <li>
 Problem Solving: Thinks in terms of long-term solution for business and bring leaders on same page.
 </li>
 <li>
 Analytical Thinking: Quickly converts raw data into insight and action; comfortable questioning the numbers. Engage in report building for key decision making.
 </li>
 <li>
 Ownership: Takes responsibility for outcomes, not just tasks; comfortable operating with limited supervision.
 </li>
 <li>
 Influence &amp; Negotiation: Manages tough conversations with US and internal teams; finds win-win where possible.
 </li>
 <li>
 Communication: Clear, structured, and concise in emails, meetings, and presentations.
 </li>
 <li>
 People Leadership: Coaches, develops, and holds the team accountable; sets a high bar and helps people reach it.
 </li>
 <li>
 Adaptability: Comfortable working in a fast-moving environment with evolving priorities.
 </li>
 </ul>
 
 
 
 
 
 Location
 
 
 
 Ahmedabad (Working shift 1:00 pm to 10:00 pm overlapping with US team)
 
</div>

Customer Success Manager

Microsoft

<div>
 
 Overview
 
 
 
 With over 17,000 employees worldwide, the mission of Microsoft&rsquo;s Customer Experience &amp; Success (CE&amp;S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft&rsquo;s products, services, and partnerships. Join CE&amp;S and help us build a future where customers achieve their business outcomes faster with technology that does more.
 
 
 Are you the tech-savvy, cloud loving person that has Cloud and IT Service Management blood running in their veins? Do you want to be that key person that helps our strategic enterprise customers to achieve the most with Microsoft products and services? Do you get your energy from helping your customers succeed in making their transformational cloud projects real?
 
 
 As Customer Success Account Manager (CSAM), you are the primary delivery lead and a partner for our strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.
 
 
 The CSAM role in the Customer Success Unit at Microsoft will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.
 
 
 Microsoft&rsquo;s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
 
 
 
 Responsibilities
 
 
 
 As a CSAM your key areas of responsibility will be:
 
 
 Customer Relationship Management
 
 
 <ul>
 <li>
 You will nurture, establish, and expand relationships with key C-level customer stakeholders to enable clear understanding of customer priorities and goals to align quality solution planning, delivery execution and governance.
 
 
 </li>
 </ul>
 Customer Success Leadership &ndash; Consumption Leadership
 
 
 <ul>
 <li>
 De-risk and accelerate the delivery of Microsoft solutions and take ownership of team orchestration and coordination that accelerates production level consumption and customer adoption across cloud. Ensure there is alignment to top customer priorities to help our customers get value from their Microsoft investments and leverage support agreement to achieve their goals.
 
 
 </li>
 </ul>
 Customer Success Leadership &ndash; Customer Strategy and Growth
 
 
 <ul>
 <li>
 Engages with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
 </li>
 <li>
 Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
 
 
 </li>
 </ul>
 Customer Success leadership - Delivery and program management
 
 
 <ul>
 <li>
 Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
 
 
 </li>
 </ul>
 Customer Success Leadership - Customer Health
 
 
 <ul>
 <li>
 You will identify and assess customers&rsquo; critical services across our cloud platforms and work with customers to ensure that these services are healthy and resilient.
 
 
 </li>
 </ul>
 Technical Relevance
 
 
 <ul>
 <li>
 Develop technical competency across a breadth of Solution areas which supports customer advice, connecting their business goals to Microsoft solutions.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Experience in Oil&amp;Gas industry
 </li>
 <li>
 Bachelor&rsquo;s degree in business, IT, Computer Science, or related field
 </li>
 <li>
 Several years' experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management
 </li>
 <li>
 Experience in relevant Microsoft solutions
 
 
 </li>
 </ul>
 Strong experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management
 
 
 
 Additional / Preferred Qualifications
 
 
 
 <ul>
 <li>
 Certification in relevant Microsoft solutions (e.g., Azure, M365) or similar solutions
 </li>
 <li>
 Relevant professional certifications, such as:
 </li>
 <ul>
 <li>
 ITIL Foundation or equivalent service management certification
 </li>
 <li>
 Project Management Institute (PMI) or equivalent certification
 </li>
 <li>
 PROSCI or equivalent Change Management certification
 
 </li>
 </ul>
 </ul>
 This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
 
 
 Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about
 
 requesting accommodations.
 
</div>

Customer Success Account Mgmt

Freshworks

<div>
 
 Organizations everywhere struggle under the crushing costs and complexities of &ldquo;solutions&rdquo; that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
 
 
 
 
 
 There&rsquo;s another option. Freshworks. With a fresh vision for how the world works.
 
 
 
 
 
 At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&amp;P Global, and Sony Music, trust Freshworks&rsquo; customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
 
 
 
 
 
 
 Fresh vision. Real impact. Come build it with us.
 
 
 
 
 
 
 
 
 Job Description
 
 
 
 
 As a Customer Success Lead, your primary responsibility will be to engage with our clients, build strong relationships, and ensure they get the most value from our suite of products.
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 Customer Relationship Management: Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding through the entire customer lifecycle.
 </li>
 <li>
 Retention Excellence: Focus on ensuring high customer retention rates and meeting retention goals.
 </li>
 <li>
 Stakeholder Engagement: Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.
 </li>
 <li>
 Client Understanding: Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products.
 </li>
 <li>
 Value Maximization: Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success.
 </li>
 <li>
 Proactive Risk Mitigation: Identify and proactively address risks to client success, engaging clients whenever retention issues are identified.
 </li>
 <li>
 Retention Planning: Develop and execute retention plans for clients at risk of churn, ensuring their continued satisfaction.
 </li>
 <li>
 Issue Resolution: Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments.
 </li>
 <li>
 Product Expertise: Maintain an expert level of knowledge regarding Freshworks products and services.
 </li>
 <li>
 Client Advocacy: Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership.
 </li>
 <li>
 Contract Management: Manage inquiries, questions, and issues related to contracts from clients and other departments.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Proven success in a Customer Success or Account Management role for a SaaS/product company, with 7 to 12 years of experience.
 </li>
 <li>
 Expertise in account portfolio planning, management, and prioritization. Strong attention to detail and a proactive approach to problem-solving.
 </li>
 <li>
 In-depth knowledge of customer success best practices. Experience driving client adoption of technology or software products.
 </li>
 <li>
 Exceptional communication and relationship management skills. If you are passionate about customer success, thrive in a fast-paced environment, and are ready to make a significant impact as an Individual Contributor in our team, we encourage you to apply for this exciting opportunity.
 </li>
 </ul>
 
 Note: This is an individual contributor role and it functions in the US shift.
 
 
 
 
 
 
 Additional Information
 
 
 
 
 At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business.
 
 Fresh vision. Real impact. Come build it with us.
 
 
 
 
</div>

Lead - Customer Success

ServiceNow

<div>Company Description 
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today &mdash; ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500&reg;. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. 
Job Description 
The Senior Customer Success Manager (CSM) is the primary point of contact / orchestration lead for all matters related to Impact features and benefits (depending on the customer&rsquo;s Impact package). They oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals..
The Senior CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and drives customer action through an understanding of adoption metrics and aligns to customer KPIs and business goals. They act as an advocate for our customers and drive customer interactions and ensure that the Impact Team meets the timelines and deliverables outlined in the Customer Impact Plan, which defines the key initiatives to help the customer achieve their agreed-upon business outcomes.
They are also responsible for managing critical risks and mitigation strategies, conducting periodic Customer Business reviews with the customer to provide updates, refine the Impact Plan and report on adoption.
Ultimately, Senior CSMs aim to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.
Job Responsibilities:<ul><li>
Oversee the engagement and outcomes for customers in your portfolio.</li><li>
Ensure customers are technically healthy and on the most recent version of our product.</li><li>
Leverage existing Success Plays to assist customers, but also assist new Success Plays</li><li>
Work with customers to create new use case/success stories.</li><li>
Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.</li><li>
Guide other ServiceNow teams to address customer issues.</li><li>
Oversee projects identified by leaders.</li><li>
Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem.</li></ul> 

Qualifications 
<ul><li>
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.</li><li>
Minimum 7 years of related work experience; OR equivalent work experience</li><li>
Creativity with comfort running projects independently</li><li>
Improve complex issues through analysis and resolution</li><li>
Succeed in working collaboratively</li><li>
ServiceNow accreditations or certifications a plus</li><li>
Ability to provide independent comprehensive services</li><li>
Experience resolving issues through analysis</li><li>
Comfortable with learning and explaining technical products or services</li><li>
Ability to manage multiple customers and priorities simultaneously.</li><li>
Applies AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance.</li><li>
Understands core AI concepts, ethical considerations, and platform capabilities, and can explain their application in customer contexts with support.</li></ul>
FD21 
Additional Information 
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. &copy;2025 Fortune Media IP Limited. All rights reserved. Used under license.</div>

Sr. Customer Success Manager

BiZZdesign

<div><h3 class="jobSectionHeader">Description</h3><div> 
You&rsquo;re an excellent candidate for Bizzdesign because you &hellip; 
</div><ul><li>Live in Saudi Arabia and can commute to Riyadh (4 days per week in the office)</li>
<li>Speak fluent Arabic and English</li>
<li>Have 5-10 years of experience in similar customer-facing roles and a background in Enterprise Architecture</li>
</ul><div>
 
About the role 
</div><div>This role is designed to ensure enhanced long-term value across our customers in the Middle East. You will act as the primary Customer Success Manager for the region, building trusted relationships with customers and working closely with partners and internal teams. 
</div><div>You will drive customer engagement, adoption, renewals, and growth by focusing on value-based outcomes in Enterprise Architecture. This is a senior, independent role that combines technical credibility with commercial ownership, focused on delivering customer value and strategic impact. 
</div><div>What will you do 
</div><ul><li>Own Customer Success for the Middle East region, acting as the primary point of contact for customers.</li>
<li>Drive customer retention and renewals through proactive engagement, value realization, and early churn risk identification.</li>
<li>Lead value-based customer conversations, guiding customers on outcomes, goals, and the business value of Enterprise Architecture.</li>
<li>Manage onboarding, training, workshops, and refresh sessions.</li>
<li>Advise customers on Enterprise Architecture, portfolio management best practices, and complex solution implementations.</li>
<li>Identify and support upsell and cross-sell opportunities within the existing customer base.</li>
<li>Work independently across multiple Middle East countries, collaborating closely with the Riyadh team and the Dubai-based sales.</li>
</ul><div>
 
What we are looking for 
</div><ul><li>5&ndash;10+ years of experience in Customer Success, Pre‑Sales, Consulting, or a similar customer-facing role.</li>
<li>Fluent in Arabic and English, both verbal and written, with executive-level communication.</li>
<li>Strong background or exposure to Enterprise Architecture or strategic IT/business transformation domains.</li>
<li>Bachelor&rsquo;s degree in IT, Business, Economics, or a related field.</li>
<li>Proven ability to operate with a commercial mindset, balancing technical credibility with renewal and growth responsibility.</li>
<li>Confident working independently in a complex, multi-country, and partner-driven environment.</li>
<li>Role is based in Riyadh, Saudi Arabia, and will require occasional regional travel based on business need; Saudi nationality preferred due to local employment regulations.</li></ul><div> 
</div><div>
What we offer 
</div><ul><li>A competitive salary complemented by an annual bonus.</li>
<li>A medical insurance plan designed to support your wellbeing and give you peace of mind.</li>
<li>25 vacation days to recharge.</li>
<li>Hybrid working: 4 collaborative days in-office days, with 1 day designed for focused work from home.</li>
<li>House and transportation allowance.</li>
<li>Top quality IT equipment from day one, plus a personal tech budget so you can tailor or upgrade your setup to your liking.</li>
<li>Global collaboration in an international environment, working alongside talented people from all over the world.</li></ul><div> 
</div><div>
Recruitment process 
</div><div>In this role, you can expect the following interviewing process:</div><ul>
<li>1st Interview with Internal Recruiter (45 minutes)</li>
<li>2nd Interview with the Hiring Manager (45 minutes)</li>
<li>3rd Interview with the team [In the office (60 minutes)]</li></ul> 
<h3 class="jobSectionHeader">
Please note 
</h3> 
<ul><li>Please submit your application in English, as it&rsquo;s our company&rsquo;s language, and you&rsquo;ll be using it daily once you&rsquo;re part of the team.</li>
<li>Please apply through our website or via the LinkedIn job post. Applications sent by email will not be reviewed.</li>
<li>We are not considering agency applications for this position.</li>
<li>We may use AI-based tools to support parts of the recruitment process, such as reviewing applications or resumes. These tools support our recruitment team but do not replace human decision-making, and all final hiring decisions are made by people.</li></ul><div></div><h3 class="jobSectionHeader"> 
About Bizzdesign</h3><div>
Bizzdesign is a global leader in enterprise transformation software. Our Enterprise Transformation Suite enables organisations to plan, design, and govern change, bringing strategy and execution together in a single, trusted view. We empower teams to make better decisions with data-driven insights, helping them become more efficient, agile, and resilient. We believe successful transformation is about alignment, connecting strategy to execution, and business to IT. 
</div><div>At Bizzdesign, our culture is the engine that turns bold goals into results. We move as one, and everyone&rsquo;s contribution matters. We believe that when we work together and hold ourselves accountable, we achieve more and create an environment where everyone can thrive. We value innovation, building with purpose, striving for excellence, and authenticity. 
</div><div>Headquartered in the Netherlands and present in more than 19 countries, our team of 600+ professionals represents over 32 nationalities. Trusted by more than 2,000 organisations worldwide, our deep expertise supports enterprises on their transformation journey.</div><div> 

DEI Statement 
 
Bizzdesign stands for equity and inclusion. We believe that a diverse and inclusive workplace is essential to our success, and we are committed to building a team that reflects a wide range of backgrounds, perspectives, and skills.</div></div>

Intuit

<div><h2 class="jobSectionHeader">Overview</h2>
Intuit's Customer Success team, within the Consumer Platform Team, is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-lead operations and a distributed professional workforce. The Customer Success team is executing on key company-wide initiatives to help deliver against our vision and strategy. Customer success is no longer downstream care operations but is a critical component of Intuit&rsquo;s growth through the delivery of services.
This role is focused on Business Tax services as a product, connecting our customers with professionals in our mission of &ldquo;Powering Prosperity Around the World&rdquo;. You will partner with other functions including Marketing, Customer Success, Expert Network Platform, Product Management, Product Development, Product Design and Data to ensure we deliver the best experience for our Business Tax TurboTax customers, through deep customer insights and hypothesis-driven experimentation and innovation. 
Responsibilities<ul><li>
Leads customer and employee research to identify customer pain points and drives experiments to develop hypotheses and propose successful solutions</li><li>
Uses a cross-functional approach to drive experiments for Customer Success that will test customer behavior and solve hypotheses.</li><li>
Presents analyzed data to other teams and contributes to ideation across market</li><li>
Quickly identifies critical parts of a problem for Customer Success and works to deliver effective solutions.</li><li>
Seeks internal and external feedback to share with Customer Success and puts forward recommendations that could address customer needs.</li><li>
Frequently demonstrates a deep understanding of the customer and expert journey (and long term problems) and proposes solutions that challenge status quo to eliminate friction between both experiences</li><li>
Influences direct project team to ensure root causes and systemic issues are identified and analyzed; understand the impact of human behavior and market trends on customer interaction with products</li><li>
Connects the dots using external and internal data about our customer needs and provides precise recommendations aligned to the business</li><li>
Leverages quantitative and qualitative research to become an expert on the use of our products and services</li><li>
Proactively seeks insight on the Voice of the Customer and Employee to identify critical data that will help develop solutions to improve customer experience</li><li>
Proactively simplifies and continuously improves existing processes to operate more efficiently</li><li>
Serves as an informal leader for change management within direct team</li><li>
Drives customer success projects.</li><li>
Contributes to market led cross-functional projects.</li><li>
Deliverables may include:<ul><li><ul><li>End to End journey maps and Service Blueprints for moderate scale product and services offerings.</li><li>Report outs to cross-functional teams and CS team on voice of the customer for their specific area of coverage</li><li>Analyze and develop insights based on customer sentiment from customer interactions to drive defect resolution or product improvements</li><li>Surfaces emerging issues impacting customers to teams in order to deliver notifications or content publication</li><li>Identifies opportunities and contributes to Initiatives that drive incremental product experience improvements</li></ul></li></ul></li></ul> 
Qualifications<ul><li>
Minimum of 5 years in Customer Experience, including leading in a highly matrixed, cross-functional, and fast-moving environment, developing product/service experiences, and driving revenue &amp; customer growth</li><li>
Proven expertise in service design and blueprinting, including the ability to map complex service ecosystems, identify pain points and opportunities, and orchestrate seamless end-to-end experiences that span digital and human touchpoints. Able to translate strategy into actionable blueprints that align stakeholders and drive implementation.</li><li>
Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means. Exceptional ability to collaborate, influence, mobilize and energize key stakeholders and complex cross-functional teams to implement creative, innovative, best in class solutions.</li><li>
Must have a strong presence and be a compelling communicator across all levels of the organization to win hearts and minds. Good listener and problem solver; solutions oriented and great at simplifying complex topics. Knows when to dive deep, and when to stay at a higher level. Must have a very strong pulse on the metrics driving the business.</li><li>
Strong acumen in understanding customer behavior and using design thinking and scientiﬁc methodologies to inform decision making. Clearly exhibits a systems thinking mindset, and can apply the appropriate framework at the right time, or create a new one as needed.</li><li>
Customer champion with a design mindset and demonstrated strengths in product management or experience design. Have led the creation of service experiences (from concept through production)</li><li>
Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations</li></ul> 
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit&reg;: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:<div>
Bay Area California $ 164,500- 222,500 
Southern California $ 159,000- 215,000</div></div>

Staff Customer Experience Professional

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