91黑料爆料

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Senior Customer Experience Professional

Category Customer Success, Customer Experience Location Toronto, Canada Job ID 16756

Company Overview

91黑料爆料 is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

We鈥檙e hiring a data-driven and customer-obsessed Customer Experience Professional to lead growth and retention performance insights across our Canada and LATAM regions; while influencing strategy across our International regions.

In this role, you鈥檒l sit within the GBSG International Customer Success organization, partnering across product, marketing, finance, and regional teams to uncover and activate the insights that help our customers succeed. You鈥檒l focus on key lifecycle moments鈥攆rom onboarding and adoption to long-term engagement and renewal鈥攕urfacing the patterns, risks, and opportunities that move both customer outcomes and business performance.


Responsibilities

Growth & Retention Insights Leadership

  • Build and maintain reporting frameworks that track performance across onboarding, activation, feature adoption, and renewal.
  • Analyze behavioral, feedback, and operational data to identify friction points, success signals, and leading indicators of growth or churn.
  • Create insights that inform product priorities, CX initiatives, and go-to-market decisions across Canada and LATAM.

Strategic Influence Across International

  • Partner with International and global CS leaders to ensure Canada and LATAM insights shape broader strategies.
  • Share best practices and emerging patterns across international regions to improve global customer success performance.
  • Drive alignment on shared success metrics across countries and functions.

Operationalize Data for Action

  • Collaborate with analytics teams to ensure data integrity, access, and self-service dashboards are available to key stakeholders.
  • Build simple, effective mechanisms to track the impact of initiatives over time.
  • Help teams prioritize based on performance trends, cohort behavior, and customer signals.

Empower a Customer-Centered Culture

  • Bring the voice of the customer to life through insight storytelling that connects product usage, sentiment, and outcomes.
  • Help teams focus on what matters most to customers鈥攄riving decisions that lead to measurable value.
  • Contribute to quarterly business reviews, planning cycles, and strategy forums with a performance-first lens.

Qualifications

What You Bring

  • 7+ years in customer experience, analytics, performance insights, or strategic operations鈥攊deally in SaaS or fintech.
  • Strong experience with tools such as Looker, Tableau, SQL, Amplitude, or Pendo.
  • Deep understanding of growth and retention metrics, including cohort retention, activation curves, and value realization.
  • Proven ability to communicate insights clearly and influence cross-functional stakeholders.
  • Experience operating across international or regional markets; knowledge of Canada and/or LATAM customer contexts is a strong plus.
  • Bachelor鈥檚 degree in Business, Data Science, Economics, or a related field鈥攐r equivalent experience.

Why This Role Matters

  • When we understand how customers succeed, we can help more of them do it. Your work will power better decisions, smarter growth, and more durable customer relationships in our most strategic international markets.

91黑料爆料 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 ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, 91黑料爆料 conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:聽

Toronto: $109,500-148,500