Lighthouse Principal Customer Event & Engagement Manager

Overview

We are seeking a highly organized, proactive, and strategically-minded Principal to play a vital role in scaling the Intuit Lighthouse program. This individual will be responsible for leading the strategy, planning, and execution of high-impact customer events to ensure seamless customer engagements. This role requires exceptional organizational and communication skills, and the ability to thrive in a highly matrixed, cross-functional team environment.

You will contribute significantly to the program's overall success by demonstrating strong leadership potential and strategic thinking, aligned with program goals.

• Lead the end-to-end planning, coordination, and execution of Lighthouse small to large scale events with customers and accounting firms, establishing and maintaining a standard process.
• Drive personalized customer journeys for events, structuring sessions towards thought-leadership and gathering actionable customer feedback.
• Develop and execute comprehensive customer event communication plans for events, including save-the-date messages, invitations, event websites, teasers, and post-event follow-ups.
• Lead event decision-making processes, including evaluating requests from the executive team or self-initiated within Lighthouse, determining budget needs, securing approvals, and owning financial project management.
• Strategically vet availability of key Intuit leaders and external factors for optimal event timing.
• Define event KPIs aligned with Lighthouse goals, determine desired attendee outcomes, and draft comprehensive agenda frameworks.
• Oversee customer selection and registration processes, including creating wish lists, managing attendee considerations, exploring registration platforms, and establishing contingency plans for attendee goals.
• Manage all event project management artifacts, including workback timelines of critical milestones, DACE (roles & responsibilities) documents, and risk management/contingency plans.
• Collaborate with legal teams to ensure compliance, reviewing MSAs, SOWs, and managing likeness/releases for content capture.
• Develop and execute comprehensive customer communication plans for events, including save-the-date messages, invitations, event websites, teasers (sizzle reels, confirmed speakers, agenda previews), agenda customization, Know Before You Go guides, and post-event follow-ups.
• Lead production pre-production efforts, including identifying event types (panels, fireside chat, peer-to-peer, breakouts), venue/room booking, establishing look & feel, coordinating fabrication, stagecraft, seating, and all food & beverage needs (catering, bar, coffee cart, off-site meals).
• Manage event programming, including session length, style, Q&A, interactivity, and comprehensive speaker preparation, including rehearsals and content validation. Explore Whizbang elements such as unconferences, AMA modules, product reveals, and interactive elements.
• Oversee content capture strategies for events, including production plans, testimonials, photography, and post-production utilization.
• Coordinate extensive internal outreach and scheduling with Executives, C-Suite, PD teams, Marketing, and the Lighthouse team to ensure seamless participation and alignment.
• Manage all on-site event operations, including attendee arrivals, check-in, badging, gifting, way finding, recharging stations, and special needs considerations.
• Conduct post-event retrospectives, collect feedback (Gold Star evaluation), translate achievements into highlight documents, and perform budget reconciliation.
• Proactively identify and resolve roadblocks before they become major issues, whether navigating product challenges, streamlining integrations, or advocating for customer needs internally.
• Act as a trusted consultant, providing expert guidance, best practices, and thought leadership to help clients achieve their goals, mastering Intuit's product ecosystem.
• Build genuine relationships with key client stakeholders, including executive-level contacts, to understand their priorities, pain points, and desired business outcomes.
• Bridge the gap between product and business value, clearly articulating how Intuit solutions can help customers overcome challenges and achieve tangible results.
• Manage a comprehensive data set of Lighthouse customers, tracking engagement activities, frequency, and overall health.
• Skillfully manage challenging stakeholder dynamics and navigate conflicts to reach positive outcomes.

• Bachelor's degree in Business Administration, Project Management, Communications, or a related field or equivalent work experience.
• 10+ years of progressive experience in customer event management, customer engagement, event management, or program management, preferably within a SaaS or B2B technology company
• Proven ability to strategically manage multiple complex projects simultaneously, prioritize effectively under pressure, and consistently meet deadlines.
• Strong analytical and problem-solving skills with a…