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