Senior Manager, Customer Strategy And Operations

Senior Manager Of Customer Strategy & Operations

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.

Responsibilities

• 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 - 278,000.00. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs. 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.

Qualifications

• 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

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.