Vice President, Product Management - Customer Success

Vice President, Product Management in CX

Intuit is seeking a visionary Vice President, Product Management in CX to elevate the role Customer Success plays in driving growth and deepening engagement across Credit Karma and Core TurboTax experiences. This critical leadership role defines and sets the vision for how Customer Success contributes to Intuit's broader strategy, combining oversight of retention, satisfaction, and key operational metrics with CX leadership focused on lifecycle strategy, customer journey mapping, and sustainable, year-round engagement.

In addition to CX leadership, this role will define the vision and strategy for Customer Success capabilities and experiences that enable our services teams to drive customer adoption, value realization, and growth. The role will partner closely with Product and Engineering to influence roadmap priorities and ensure we have the tools, insights, and experiences needed to deliver scalable, high-impact customer outcomes. The leader will ensure solutions scale across platforms and measurably improve customer outcomes. This VP will lead transformative initiatives to embed operational excellence, remove customer friction, and architect systems that deliver exceptional, data-driven experiences. They will drive alignment across engineering, design, and product partners to turn insights into actionable requirements, deliver high-impact capabilities, and inspire trust and loyalty within Intuit's ecosystem.

Responsibilities

Reduce Customer Friction

Set the vision to eliminate friction points and optimize end-to-end contact and resolution journeys across Credit Karma and TurboTax. Lead the creation of experience and capability roadmaps that target top customer pain points. Anticipate emerging issues and drive cross-functional readiness in partnership with product, engineering, and marketing.

Drive Customer Lifecycle and VOC Feedback Loops

Lead customer-centric strategies to map and optimize every stage of the customer journey. Champion VOC insights and operational data to identify opportunities and convert them into clear product requirements. Use behavioral signals to guide improvements across product, design, marketing, and customer success, reinforcing trust and brand loyalty.

Enhance Customer Engagement and Retention

Advance customer conversion, retention, and attach rates by spearheading innovation in automation, proactive help, self-service, and AI-enhanced workflows. Partner with product and engineering to design, build, and iterate on capabilities that elevate ecosystem engagement. Deliver year-round value through scalable, intelligent, and intuitive customer experiences.

Unify Platforms for Credit Karma

Modernize and unify CX and support platforms across Credit Karma by leveraging Intuit-wide capabilities and proven systems. Drive technology migrations, platform enhancements, and the development of reusable components that support scalable, retention-focused impact and operational efficiency.

Product Leadership & Roadmap Ownership

Own the strategic roadmap for Customer Success capabilities, defining priorities based on customer impact, operational value, and feasibility. Lead cross-functional squads to deliver high-quality, scalable tools and experiences. Establish KPIs and measurement frameworks to assess performance, adoption, and customer outcomes, iterating quickly to improve results.

Develop the Team for Future Success

Build and nurture the evolution of the Credit Karma and TurboTax Core Customer Success organization. Develop a world-class team blending CX, PM, design, and analytics skill sets. Foster a culture of innovation, operational excellence, customer obsession, and accountability while aligning the organization around shared goals.

Qualifications

Extensive Leadership Experience: 15+ years of senior leadership in customer success, customer experience, retention, growth strategy, or product management, with proven success delivering results in fast-paced, dynamic environments. Strategic Product & Experience Leadership: Demonstrated ability to set product vision and strategy, translate insights into clear requirements, and lead the delivery of scalable customer-facing capabilities.

Growth & Retention Expertise: Strong track record of designing and executing strategies that measurably improve retention, satisfaction, lifetime value, and ecosystem engagement.

Transformational Leader: Skilled in building and scaling high-performing organizations, driving operational excellence, and leading teams through significant change.

Data-Driven Decision Maker: Deep expertise in leveraging customer insights, behavioral analytics, and success metrics (e.g., tNPS, contact reduction, FCR, adoption) to guide prioritization and inform roadmap decisions.

Cross-Functional Influence: Proven success influencing senior leaders and aligning engineering, design, marketing, CX, and operations around a shared product and experience strategy.

Exceptional Communicator: Ability to craft compelling narratives, articulate strategic vision, and deliver data-driven recommendations to executive audiences.

Customer-Centric Innovator: Deep understanding of emerging trends in CX, customer success, and digital experience design, with a demonstrated ability to drive innovative, forward-looking approaches.

Bachelor's degree required; MBA or advanced degree highly preferred.

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. 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: Southern California, CA: $311,000.00 - 420,500.00