Principal Customer Success Experience Strategy jobs at Intuit in United States, San Francisco

• Champion a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective. Cascade a culture where advocacy for our products and services becomes something natural and part of their day to day with direct team members.
• Work closely with other craft areas and functions to obtain quantitative and qualitative data that will impact the use of our products and services from a cross-functional perspective. Lead and influence cross-functional teams to analyze data and provide innovative solutions in complex and difficult situations.
• Identify critical parts of a problem and work cross-functionally to deliver complex and effective solutions. Utilize diverse methodologies to solve difficult problems and leverage expertise and credibility to create alliances that will ease implementation of solutions.
• Apply market research and VoC insights to strategize and resolve barriers when defining target state customer experiences and defining requirements.
• Leverage internal networks to advocate and analyze the customer and expert experience from a cross-functional perspective and deliver solutions that will have a broad impact on customer retention.
• Lead and align cross-functional teams through change, actively identifying and resolving change barriers.
• Stay connected to best practices and conduct external benchmarking to have a broader understanding of the internal and external business. Use outside-in thinking to influence cross-functional teams across Intuit, including in difficult and complex situations.
• Influence cross-functional teams while exercising considerable latitude in driving impact, delivering on objectives, and approaching problems and tasks.

• 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 and customer growth
• 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.
• 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.
• 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.
• 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)
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations

• Customer Champion
• Strategic Outreach : Collaborate with the analytics team to identify and target high-value prospects for the Lighthouse program. Develop and execute compelling outreach campaigns across various channels (email, phone, etc.) to engage potential customers.
• Relationship Deepening : Develop and implement a comprehensive customer engagement model specifically for the Lighthouse program, focused on building long-term relationships and fostering customer loyalty. Continuously engage with customers, demonstrating value, gathering feedback, and identifying opportunities for deeper integration and growth.
• Success Story Development : Identify and cultivate high-impact customer success stories within the Lighthouse program to showcase the positive impact of Intuit products. Collaborate with marketing to develop compelling narratives and prepare customers for participation in case studies, testimonials, and Intuit events.
• Feedback Champion : Establish a systematic process for gathering and analyzing customer feedback specifically from Lighthouse participants. Proactively share insights with internal teams to inform product development, refine the Lighthouse program, and advocate for customer needs.
• Action-Oriented & Organized : Track all touchpoints meticulously, ensuring accurate records of interactions, needs identified, and next steps. Stay on top of follow-ups, ensuring no opportunity slips through the cracks.

• Customer-Centric Mindset : A genuine passion for understanding and advocating for customer needs. Proven ability to build strong relationships and establish trust.
• Experience : 5+ years of experience in a senior level customer-facing role, ideally within a sales, business development, or customer success capacity.
• Communication Prowess : Exceptional written and verbal communication skills. You're able to clearly articulate value propositions, craft compelling emails, and build rapport through phone conversations.
• Analytical Mindset : Comfortable interpreting data to inform your outreach strategies and track progress against goals.
• Self-Starter : You're proactive, resourceful, and take initiative. You're able to manage your time efficiently and thrive in a fast-paced environment.
• Passion for People : You genuinely enjoy connecting with others, understanding their needs, and fostering relationships.
• Bonus Points:
  • Experience with CRM systems (e.g., Salesforce, HubSpot)
  • Familiarity with marketing automation tools
  • Knowledge of Intuit suite of products and ecosystem
  • Familiarity with solution consulting

We are seeking a
Principal Software Engineerwith deep expertise in compilers, programming language design, and virtual machine technologies (JVM, CLR, or similar). In this critical role, you will lead the evolution of our tax development languages, enabling a future where AI is deeply integrated into both the tax development lifecycle and runtime systems.

You'll drive innovation at the intersection of language technology and AI, helping us transform how complex tax solutions are designed, developed, and delivered.

• Lead the architecture, modernization, and implementation of compiler and runtime technologies, working with proprietary and general-purpose language environments.
• Evolve our language ecosystem to integrate seamlessly with AI-driven workflows and intelligent tooling.
• Design and enhance programming language features with a focus on enabling AI-assisted development, runtime optimization, and future scalability.
• Collaborate with AI/ML teams to define how language constructs and runtimes interact with AI models and services.
• Drive technical decision-making across compiler optimization, code generation, language evolution, and runtime systems.
• Research emerging trends in AI, compilers, and software engineering to keep our platform on the cutting edge.
• Mentor engineers and champion technical excellence across the organization.
• Produce high-quality, maintainable code and detailed technical documentation.Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is:

  Southern California $242,000 - $327,500This 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

• 10+ years of professional software engineering experience.
• Deep expertise in compiler design , programming language theory , and runtime systems .
• Hands-on experience working with JVM , CLR , or other modern virtual machine technologies.
• Strong programming skills in C++, .NET, Java
• Solid understanding of software performance optimization, memory management, and concurrency.
• Experience with modern software engineering practices (version control, CI/CD, testing frameworks).

• Leverage customer insights, competitive understanding, and analytics data to unlock growth opportunities and influence product roadmaps; ensure we’re applying the right level of strategic rigor in decision making.
• Own the customer problem and collaborate with Research to develop a robust learning plan to build deeper insights on the Full Service customer.
• Partner closely with Product & Customer Success to identify and help bring to life product features or expert led experiences that increase acquisition and conversion.
• Build new and optimize Full Service customer journeys for top entry points
• Leverage the appropriate learning strategies, including qualitative and quantitative consumer research and A/B testing to roll-out experiences and new TOF growth strategies that deliver improved business outcomes
• Partner with other strategy teams within Assisted growth strategy to build experiences and communication that drives holistic Full Service appeal across in person/virtual/hybrid tax prep and personal & business tax.
• Partner with Product Marketing on Full Service feature messaging hierarchy, service messaging & product assets and own Full Service front door season readiness.
• Contribute to the Full Service monetization strategy,
• Independently manage strategic projects and resolve complex issues through cross-functional collaboration across PMM, Research, Analytics, Finance, Product, and Customer Success teams.
• Collaborate with Analytics to identify what strategies are working/not working and make recommendations on in-season pivots needed to reach short and long term growth targets.

• 7+ years professional experience in growth/marketing strategy or product management
• Bachelor’s degree required; MBA preferred or equivalent work experience
• Proven experience influencing cross-functional teams to deliver strong growth
• Strategic mindset with the ability to integrate a thorough understanding of business priorities into short & long term strategic plans
• Solid written and verbal skills to communicate strategic objectives, recommendations, and results to cross-functional teams and senior leadership
• Demonstrated high levels of ownership, responsibility, initiative and the desire to drive significant, measurable performance results
• Track record of making principled, data-based business decisions balanced with strong ability to manage ambiguity
• Strong experience uncovering new qualitative and quantitative customer insights and leveraging deep empathy to drive decisions and influence E2E customer experiences
• Strong data analysis skills, with experience in hypothesis driven testing, test result analysis and making recommendations
• Experience in monetization or pricing strategy is a plus.

In this role, you will be part of a leadership team that is at the center of creating and delivering world class customer experiences and an environment that facilitates our experts in doing the best work of their lives. In this role, you will lead a team responsible for delivering world class customer experiences through our partner network. You will be the advocate and voice of this growing team, and a key leader in scaling support to deliver on product support and growth targets. You will be accountable for driving performance across multiple partner expert teams with efficiency and rigor, leading change management, advocating for platform improvements, as well as coaching your leaders to deliver on new levels of support and engagement with our high value customers.

• Champion a customer and Expert experience focused environment, drive the Expert Network delivery teams and work with internal and external partners to deliver experiences that resolve customers issues, drive loyalty, and enable revenue growth.
• Lead operational performance of our Expert Network teams, delivering on experience, operational expenditure and performance targets,
• Be a critical strategic thought partner in improving the product support experience and evolving the role of our product support experts who work to support our mid-market and accountant customers.
• Design solutions that drive customer growth and scale across our service offerings.
• Foster a culture of innovation through experimentation and partner with our Thrive continuous improvement and technology teams to remove friction and position our experts to deliver exceptional experiences.
• Driving end to end thinking with our sales, product and CS teams, advocating for our customers and experts and helping to deliver product and services experiences that exceed customer expectations
• Partner with forecast, demand, and experience teams to determine and improve accuracy and precision in our forecast and operational performance
• Work with Ops Strategy & Finance Partners to align on operational and financial plans and deliver to target
• Provide thought leadership on the strategic direction and priorities of our CG Expert Services organization and create compelling expert talent strategies to exceed our Consumer Platform expectations.
• Establish and own a robust calibration and performance review process to ensure high caliber team performance.
• Excel in a dynamic growth environment where high velocity change is seen as an opportunity to grow.
• Partner with technology teams to bring the power of the platform to experts.
• Create and promote an “advocacy” culture and mind-set across the organization, which places emphasis on delighting customers in everything that we do.
• Lead and inspire a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations.

Proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. The ideal candidate is a:

• Customer Experience Advocate : 7+ years of leading customer experience, removing friction and delivering stellar human customer experiences.
• Premium Experience Delivery – experienced delivery leader for high value, complex customer groups
• Team and Talent Builder : Has substantial leadership experience and a proven track record as a talent steward with proven history of hiring, managing and developing a high performing and engaged team. Experience leading large scale teams of over 200 a plus.
• Boundaryless Leader : Cross-functional leadership experience, partnering to influence different functions at all levels
• Product and Business Acumen : Customer champion with a design mind-set and demonstrated strengths in improving or designing new customer and expert experiences. Has developed clear and compelling business cases that support prioritization of work and investments.
• Customer Success and Support Expert : Proven ability to lead and develop large scale customer success teams and foster a high performance culture in a virtual environment through internal and partner workforce. Experience delivering customer experiences for Consumer Platform customers a plus.
• Change Leader : Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
• Communicator : You will be fluent in English and have excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint
• Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance/ Tax a plus
• Minimum of 7 years of experience primarily in service delivery, customer success or account management in a people leadership role

As this role will require collaboration across multiple teams, it will require up to 25% travel.

You’ll be at the center of driving clarity, prioritization, and execution across a diverse portfolio of initiatives that align with the broader enterprise goals. This is a high-visibility role, ideal for someone who brings a strong blend of operational excellence, strategic mindset, and people-first leadership.

Operational Strategy & Planning

• Lead annual and quarterly operational planning processes, aligning priorities with enterprise objectives and GSP’s strategic roadmap.
• Develop and manage OKRs and success metrics to ensure focus and accountability across the team.

Program & Initiative Execution

• Drive end-to-end delivery of high-impact, cross-functional initiatives from scoping to implementation.
• Establish frameworks and scalable processes for effective program governance, progress tracking, and risk mitigation.

Project Prioritization & Portfolio Management

• Partner with the Chief of Staff, PMO leader and GSP leaders to assess and prioritize project investments that deliver measurable business value.
• Maintain visibility and alignment across key workstreams to ensure resources are focused on the most critical outcomes.
• Operationalize reporting out of projects, RTB and Change the Business that impact Input Goals, Big Bets and True North objectives.

Planning and Performance

• Lead the development and integration of strategic and operational plans across GSP, ensuring strong alignment with company-wide objectives.
• Drive continuous performance evaluation through robust planning models, capacity assessments, and KPI frameworks that measure both operational delivery and business value.
• Partner with Finance, PMO, and business unit leaders to translate plans into actionable roadmaps, resource allocations, and investment strategies.
• Monitor and adapt plans based on business shifts, helping the organization remain agile and focused on the highest-impact outcomes.
• Support quarterly and mid-year performance reviews with data-driven insights and narratives that inform leadership decisions and improve execution discipline.

Budget Planning, Forecasting, and Adjustments

• Lead the comprehensive budget planning process, developing detailed forecasts, and managing ongoing budget adjustments in close collaboration with finance and departmental leads to ensure fiscal responsibility and strategic resource allocation.
• Maintain rigorous oversight of financial performance, regularly analyzing variances against forecasts, and proactively implementing necessary adjustments to align spending with operational needs and overarching business objectives.

Operational Health Metrics & Reporting

• Design, implement, and manage operational health metrics and performance dashboards that provide transparency into team effectiveness, project health, and business impact.
• Build and deliver regular reporting cadences (monthly, quarterly, ad hoc) to leadership and cross-functional partners to drive accountability and inform decision-making.
• Use data and insights to proactively identify risks, highlight wins, and recommend improvements to operating models and workflows.

Stakeholder Engagement & Influence

• Build strong, trusted relationships across GSP, Finance, Tech, and other enterprise teams.
• Communicate complex plans and progress clearly and persuasively with executives and stakeholders at all levels.
• Develop and implement strategies and planning models that accelerate decision-making to drive performance, achieve sustained YoY growth, and ensure target delivery.

Culture & Connected Leadership

• Foster a culture of collaboration, inclusion, and continuous improvement within your team and across partner functions.
• Lead with empathy, curiosity, and influence—demonstrating a strong ability to connect strategy to people and execution.

• 8+ years of experience in Strategic Program Management, or a similar function—preferably within a matrixed, fast-paced tech environment. Experience with Procurement operations, Purchasing, Accounts Payable, Supplier Data Management, Strategic Sourcing, Source to Contract, and 3rd party risk management.
• Customer obsessed- gets inspired by the customer problem and partners with process owners to inspire changes, or education and outreach
• Proven ability to drive operational excellence and lead complex, cross-functional programs from concept to completion.
• Strong strategic thinking skills, with the ability to connect the dots between data, strategy, and action.
• Excellent communication, stakeholder management, and executive influence skills.
• Comfortable working with ambiguity and pivoting priorities as needed to align with enterprise needs.
• Influences and drives decisions by crafting a clear point-of-view that includes options, proposed data-backed recommendations, and rationales.
• Proactively identifies obstacles, helps develop recommendations for resolution, and quickly escalates to leaders.
• Exhibits high levels of judgment, innovation and creativity; is a strategic thinker
• Effective use of inquiry and advocacy to work through barriers
• Ability to work independently as well as lead and collaborate in cross-functional teams
• Strong organizational and time management skills

• Own the Response : Be the visible, accountable leader for resolution quality, tone, and consistency across all critical escalations—including the Office of the President (OOP), Social Care, and Community forums.
• Be Intuit’s Voice in High-Risk Moments : Own customer visibility and tone calibration in public and executive escalations—tracking social sentiment, governing responses in reputationally sensitive spaces, and working directly with Legal, Brand, and Comms.
• Drive Measurable Outcom es: Lead initiatives that reduce resolution times, lower customer churn, boost NPS after incidents, and deliver airtight closure on every issue.
• Build a Predictive Engine: Shift from reactive problem-solving to proactive advocacy by embedding insights from past escalations into a system that prevents recurrence.
• Unify Escalation Models : Design and scale a centralized operating model for high-stakes customer escalations, ensuring consistent, high-quality responses across products, geographies, and business units.
• Engineer Trust Recovery Systems : Build a post-resolution feedback and coaching loop that leverages real-time VOC data, AI triage, and root-cause audits to improve emotional resonance and accelerate recovery. Deep understanding of machine learning and Generative AI tools.
• Detect Issues Before They Escalate : Develop proactive detection systems that surface and triage potential crises early, enabling enterprise-wide prevention. Impact at Enterprise Scale: This role commands Intuit’s global resolution and recovery system—spanning 75+ internal experts and 125+ BPO partners. By establishing centralized leadership, this role ensures every escalation—whether from a small business owner, consumer, or executive sponsor—receives the same world-class response. It transforms resolution from a back-end function into a strategic growth engine.

• 10 years experience as the single enterprise leader responsible for strategic response during high-risk and publicly sensitive situations.
• Bachelor's degree, or equivalent practical experience, is required. A Master's degree is preferred.
• A proven leader with exceptional judgment and the ability to thrive in high-visibility, high-stakes, emotionally charged situations.
• A track record of operating at scale, driving measurable business outcomes, and transforming complex, fragmented processes into cohesive systems.
• Experience collaborating across executive functions—product, engineering, legal, communications, and brand—especially under reputational risk scenarios.
• The ability to set tone, direction, and accountability at the highest levels while inspiring cross-functional alignment.
• 5 years of experience in data analytics, business strategy, policy or related fields.
• 5 years of experience in people management, leading teams.
• A strong understanding of Machine Learning and Generative AI tools is essential. You should also have experience collaborating with engineering and product teams to develop tools, solutions, or automation.
• Excellent communication and presentation skills (written and verbal) and the ability to influence cross-functionally at various levels.