Principal, Customer Experience Strategy

Company Overview

Job Overview

Join the Intuit Customer Success team as a Principal Customer Experience Professional, shaping best in class experiences for our Midmarket customers.

Be at the center of growth of Intuit Enterprise Suite, where we’re looking for talented individuals to help optimize service experiences. Our approach to customer success is ever-evolving and always focused on achieving the highest levels of customer satisfaction. We do this through customer-focused thinking, which will significantly impact our customer retention and growth, and therefore increase revenue. We are deeply customer obsessed and solve for customer pain through data-driven insights and an innovative mindset. The Customer Success team is at the core of this as we innovate, experiment, learn, pivot, and scale

In this role, you will be a critical contributor within a 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. You will be responsible for driving strategic initiatives and operational improvements to deliver world-class customer experiences through our partner network. As a key advocate and voice for customer and expert needs, you will play a crucial role in scaling support to achieve product and growth targets. You will be accountable for identifying opportunities, driving performance enhancements across multiple partner product teams to lead change, and inform platform improvements.

Responsibilities

Champion Customer and Expert Experience

Drive initiatives and collaborate with internal and external partners to deliver experiences that resolve complex customer issues, drive loyalty, and enable revenue growth across the Intuit Enterprise Suite Midmarket segment.

Optimize Operational Performance

Analyze and improve the operational performance of our Expert Network across the Enterprise Suite ecosystem, contributing to the achievement of experience, financial, and performance targets.

Strategic Thought Partner

Serve as a critical thought partner in evolving the Enterprise Suite product support experience and shaping the role of experts who support midmarket businesses with advanced workflows, compliance requirements, and multi-system integrations.

Design Scalable Solutions

Design and implement scalable solutions that drive customer growth and operational efficiency across Enterprise Suite service offerings.

Foster Innovation

Champion a culture of innovation through experimentation and partner with continuous improvement and technology teams to remove friction and empower experts to deliver exceptional midmarket support.

Drive End-to-End Thinking

Collaborate cross-functionally with sales, product, and Customer Success teams to advocate for Enterprise Suite customer and expert needs, ensuring product and service experiences exceed expectations.

Data-Driven Insights

Work with forecasting, demand planning, and experience teams to analyze data and improve forecast accuracy and operational performance.

Financial Acumen

Collaborate with Operations Strategy & Finance to align operational and financial plans and ensure consistent delivery to target.

Strategic Direction

Provide thought leadership on the direction and priorities of our GBSG Expert Services organization, contributing to expert talent strategies that meet the dynamic needs of the midmarket segment.

Process Excellence

Establish and refine robust processes to ensure high-caliber service delivery and performance across internal and partner teams.

Adapt to Dynamic Growth

Excel in a dynamic, rapidly scaling environment where high-velocity change is viewed as an opportunity to innovate.

Leverage Technology

Partner with tech teams to bring the power of the Intuit platform to expert teams, harnessing Intuit Assist, RPA, and the Intuit Expert Platform to deliver efficient and intelligent support experiences.

Cultivate Advocacy

Promote a culture of advocacy that prioritizes delighting customers and elevating their experience throughout every interaction.

Qualifications

8+ years of proven success in a fast-paced organization, driving customer-centric operations and initiatives. The ideal candidate is a:

• Customer Experience Advocate: Proven ability to remove friction and deliver exceptional experiences for complex midmarket environments.

• Premium Experience Delivery: Experienced in supporting high-value customers with advanced product, integration, or workflow requirements.

• Influence & Collaboration: Strong track record of influencing without authority, guiding cross-functional teams, and building strategic partnerships.

• Boundaryless Leader: Effective working across organizational boundaries and influencing senior stakeholders.

• Product & Business Acumen: Deep customer advocacy with a design-thinking approach; able to build compelling business cases to prioritize investments that improve Enterprise Suite experiences.

• Customer Success & Support Expert: Experience leading or contributing to large-scale customer success teams supporting midmarket or enterprise-grade products. Partner workforce leadership and virtual team experience strongly preferred.

• Change Leader: Skilled in managing complex systems or organizational change initiatives in dynamic environments.

• Communicator: Fluent in English with excellent written and verbal communication skills and the ability to simplify complex concepts. Proficient in MS Word, Excel, and PowerPoint.

• Education: Bachelor’s degree or equivalent; MBA or Operations-focused graduate education a plus.

Intuit 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 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