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Overview

As a Senior Manager of Customer Strategy & Operations, you will play a critical role in driving customer success transformation across Intuit’s mid-market and enterprise segments. You will design and operationalize mechanisms that help our Customer Success (CS) teams deliver measurable outcomes, reduce churn, and accelerate customer expansion. This role requires a blend of strategic thinking, operational rigor, and cross-functional leadership, with a relentless focus on delivering customer and business value.

What you'll bring

+ 10+ years of program management or strategy experience, overseeing multiple complex, cross-functional programs with measurable outcomes.

+ Proven track record in Customer Success, GTM transformation, or GTM Operations, ideally in SaaS or technology environments.

Skills

+ Exceptional influencing skills, with the ability to collaborate in matrixed environments and build strong partnerships across functions.

+ Outstanding communication and storytelling skills, tailored for executive audiences and field teams.

+ Strong business acumen with the ability to connect data, process, and technology to business outcomes.

+ Deep experience in Agile/Scrum environments, balancing speed with business priorities.

+ Expertise in operational excellence, including process automation, reporting, dashboards, and continuous improvement.

Mindset

+ Strategic thinker who can design directional roadmaps (multi-year) while driving near-term execution (6–12 months).

+ Customer-first innovator with a focus on delivering world-class experiences that retain and expand customers.

+ Integrity-driven leader who inspires accountability and measurable performance

How you will lead

Strategic Program Leadership

+ Lead the design and execution of operating mechanisms that enable CS teams to deliver measurable customer outcomes.

+ Establish segmentation, coverage, and territory assignment models to manage our book of business effectively.

+ Define and operationalize risk management and churn prevention strategies, with measurable impact on Net Revenue Retention (NRR).

+ Develop scalable engagement frameworks for low-touch or disengaged customers.

Operational Excellence

+ Build structure, cadence, and visibility around performance, risks, and execution across CS.

+ Design program structures and standardized mechanisms to ensure clarity, accountability, and repeatable success.

+ Refine automation and reporting processes to consolidate data from multiple sources and deliver actionable dashboards for leadership and field teams.

+ Drive continuous improvement initiatives that enhance efficiency, reporting accuracy, and customer outcomes.

Cross-Functional Collaboration

+ Partner with leaders across Sales, Marketing, Product, Data Science, Finance, and Technology to align on shared priorities and execution.

+ Facilitate discussions with experts and stakeholders to achieve optimal outcomes.

+ Manage dependencies, risks, and leadership escalations to keep programs on track.

Business Impact & Reporting

+ Recommend capacity and funding models for scaling CS functions.

+ Develop and deliver reporting mechanisms that provide visibility for executives, operations, and field teams.

+ Propose plays and initiatives to increase adoption, retention, and expansion across the customer lifecycle.

Leadership & Communication

+ Rally teams around execution priorities and strategic outcomes.

+ Compellingly frame strategy, outcomes, and progress to executives and frontline teams.

+ Embody Intuit’s values of customer obsession, stronger together, and integrity without compromise in all aspects of leadership.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is: New York $205,500.00 - 278,000.00This 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 Intuit®: Careers | Benefits).Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.