Come join Intuit’s Small Business and Self-Employed Group (SBSEG) as the Director of Ecosystem Growth and Retention on the Customer Success team. This role is responsible for unlocking the power of our QuickBooks ecosystem of products and services through Customer Success channels and capabilities at key moments of truth in the customer journey. 

The ideal candidate will have a proven track record of delivering material business outcomes through new and innovative channels that leverage the ideal combination of technology and human experts. This leader will partner with other functions including Marketing, Sales, Expert Network Platform, Product Management, Design, Product Development, and Analytics to ensure we realize ecosystem growth opportunities through hypothesis driven experimentation and innovation, AI/ ML driven interventions, and in-product and out-of-product experiences. The value delivered to the business will be measured by delivering revenue through expansion of our ecosystem and improving customer retention.

We are seeking an individual with outstanding business acumen, who has the ideal balance of being strategic and hands-on. If you are passionate about customers and thrive in a role where people, process, and technology can fuel growth and innovation, then we want to hear from you! 

• Deliver CS revenue outcomes: establish annual targets and create strategies and plans to drive ecosystem growth.
• Drive development of Ecosystem Growth and Retention strategy and plans: envision the 3 year target state and create annual plans and roadmaps that lead us to breakthrough growth and adoption.
• Lead teams to create connected and cohesive customer experiences across digital & assisted journeys (vs distinct isolated support flows) fueled by AI capabilities that solve customer needs, augment expert capability, and earn us the right to make ecosystem recommendations.
• Influence and partner with Virtual Expert Platform team to develop the tools needed to make relevant recommendations that are personalized to customers across all digital and assisted channels. Within all expert cohorts, drive to 100% participation rate and accelerate recommendation and lead pass rates.
• Identify new monetization opportunities including the creation of differentiated CS services. 
• Drive customer retention through new programs and processes including service recovery and loyalty initiatives.
• Develop and manage high performing teams with open and frequent communications at all levels of the organization. Apply performance management rigor: hire, mentor, coach and develop directs and other high-potential managers to be the best that they can be, while ensuring they are in the right roles.