Senior Manager, Customer Strategy and Operations

Intuit-posted 3 months ago
Senior
Atlanta, GA
Professional, Scientific, and Technical Services
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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.

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
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