Principal Customer Success Professional- Mid-market Onboarding Experiences

Intuit is a global technology platform that helps consumers and small businesses prosper. They are seeking a passionate and experienced Staff Experience Service Strategy Leader to define and drive the strategy for a world-class onboarding experience for Intuit Enterprise Suite customers.

Responsibilities:

• Drive Strategic Initiatives: Develop and oversee the implementation of a seamless onboarding experience for new Intuit Enterprise Suite customers. This includes scoping, designing , and developing content for the service offering to ensure the quality and delivery of seamless start for new customers
• Elevate the Customer Experience: Be the voice of the customer by leveraging insights from surveys, interviews, and engagement metrics. Proactively identify and address gaps in the onboarding journey, collaborating with teams like User Research and Market Research to enhance satisfaction and outcomes
• Innovate & Scale Solutions: Identify opportunities to transform customer challenges into data-driven solutions and actionable strategies. Continuously refine the service offering and experience to improve customer retention, increase efficiency, and ensure operational scalability
• Cross-Functional Leadership: Collaborate with partners across Product Management, Marketing, Sales, CSM and Implementation teams to create holistic solutions that balance customer needs with business goals. Build trust and shared context to accelerate execution and meet critical outcomes
• Leverage Analytics and Insights: Analyze customer feedback and data to continuously refine strategies, prioritize enhancements, and deliver optimized experiences. Monitor performance metrics to assess impact and identify opportunities for improvement