Principal Customer Success Professional- Mid-market Onboarding Experiences

Overview About Intuit Intuit is a global technology platform that helps consumers and small businesses prosper. As a leader in financial software, we are dedicated to providing innovative solutions that empower our customers to manage their finances effectively. The Intuit Enterprise Suite (IES) is our comprehensive offering for complex businesses, providing integrated accounting, payroll, and payment solutions.
The Opportunity Intuit is seeking a passionate, experienced and highly skilled Staff Experience Service Strategy Leader to play a pivotal role in Customer Success for Intuit Enterprise Suite. You will be responsible for defining and driving the strategy for a world-class onboarding experience for IES customers. This is a unique opportunity to leverage customer experience as a strategic advantage, ensuring a seamless journey that not only delights our customers but also drives measurable business impact. The ideal candidate thrives in ambiguity, is a self-starter, and is driven to solve complex problems through cross organizational partnership.

Responsibilities

• Drive Strategic Initiatives: Develop and oversee the implementation of a seamless onboarding experience for new Intuit Enterprise Suite customers. This includes scoping, designing , and developing content for the service offering to ensure the quality and delivery of seamless start for new customers.
• Elevate the Customer Experience: Be the voice of the customer by leveraging insights from surveys, interviews, and engagement metrics. Proactively identify and address gaps in the onboarding journey, collaborating with teams like User Research and Market Research to enhance satisfaction and outcomes.
• Innovate & Scale Solutions: Identify opportunities to transform customer challenges into data-driven solutions and actionable strategies. Continuously refine the service offering and experience to improve customer retention, increase efficiency, and ensure operational scalability.
• Cross-Functional Leadership: Collaborate with partners across Product Management, Marketing, Sales, CSM and Implementation teams to create holistic solutions that balance customer needs with business goals. Build trust and shared context to accelerate execution and meet critical outcomes.
• Leverage Analytics and Insights: Analyze customer feedback and data to continuously refine strategies, prioritize enhancements, and deliver optimized experiences. Monitor performance metrics to assess impact and identify opportunities for improvement.

Qualifications

• Experience & Industry Expertise: 10+ years of experience in customer success strategy, product management, or related fields, preferably in a SaaS or services-based industry.
• Educational Background: A Bachelor’s degree in Business, Technical, or Science disciplines is required. An MBA or advanced degree is preferred (or equivalent work experience).
• Customer-Centered Mindset: A proven commitment to placing the customer experience at the core of decision-making, proactively identifying opportunities for growth and change.
• Analytical & Strategic Thinking: Proficient in quantitative thinking and problem-solving. Able to translate complex data into actionable insights and clear narratives that inspire stakeholders to take strategic action.
• Leadership & Collaboration: A strong track record of building collaborative cross-functional partnerships and driving alignment. Outstanding verbal, written, and presentation skills with the ability to simplify complex ideas, tell stories with data, and motivate partners to pursue initiatives.
• Execution Orientation: Proven ability to manage multiple projects and initiatives in a fast-paced, ambiguous environment, delivering measurable business impact. Proactive in anticipating dependencies, risks, and resource gaps, working swiftly to resolve them.
• Project Management: Strong project management skills are fundamental, with a proven track record of delivering complex projects on time, within scope, and within budget. Ability to manage multiple projects simultaneously is also required

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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. The expected base pay range for this position is:

Bay Area California $ 192,500- 260,000 Southern California $ 185,000- 250,000