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 Intuits 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 Intuits 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

Skills

Mindset

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.