Harry Gerrard
Head of Customer Success, Emea @Intuit
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WORK HISTORY
Head of Customer Success, Emea @Intuit
Lead the Customer Success strategy across the EMEA region, driving product adoption, retention, and long-term customer value across Intuit’s product ecosystem, supporting +1M customers and partners.• Lead a multi-disciplinary organisation of 30+ direct team members and 150+ BPO partners, spanning Customer Success, Revenue Operations, Customer Experience, Programme Management and Product Support.• Built and scaled high-performing teams responsible for customer onboarding, engagement, retention and expansion revenue, driving 5x revenue growth.• Partner with Product, Marketing, Sales and Partnerships leadership to deliver customer-led growth strategies and optimise the end-to-end customer lifecycle.• Established regional Customer Success frameworks, KPIs and operating models, improving customer satisfaction and achieving a +70 NPS service score.• Represent the voice of the customer across EMEA, influencing product development and go-to-market strategy through data-driven customer insights.• Built a CX hyperloop insight engine, transforming 125k+ quarterly customer insights into actionable product and experience improvements.• Lead strategic initiatives to improve customer journeys, accelerate product adoption and strengthen customer relationships at scale.
EDUCATION
The University of Sheffield
Bachelor's degree, Social Sciences
SKILLS
ABOUT HARRY GERRARD
I’m a customer led growth leader with over 15 years of experience building and scaling high performing teams across fintech, SaaS and financial services.Currently Head of Customer Success for EMEA at Intuit, where I lead regional strategy focused on driving product adoption, customer retention and long-term value across Intuit’s ecosystem. I oversee a multi-disciplinary organisation spanning Customer Success, Customer Experience, Revenue Operations, Programme Management and Product Support, partnering closely with Product, Marketing and Sales leadership to deliver customer-led growth at scale.My career has focused on connecting customer insight with commercial outcomes. Building teams, operating models and digital experiences that improve customer engagement while delivering measurable revenue growth.At Intuit, this includes scaling Customer Success operations across EMEA and building frameworks that turn large volumes of customer feedback and behavioural data into actionable improvements across product, service and customer journeys.Prior to Intuit, I spent over a decade at Santander UK in senior roles across product, marketing and transformation. During this time I led initiatives spanning digital banking, customer engagement and high-net-worth propositions. Highlights included launching Santander’s Digital Investment Advisor platform, leading customer transformation squads and delivering large-scale capability programmes for hundreds of relationship managers.
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