Vice President, Product Management - Customer Success

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 Turbo Tax 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

Set the vision to eliminate friction points and optimize end‑to‑end contact and resolution journeys across Credit Karma and Turbo Tax. 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.

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.

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.

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.

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.

Build and nurture the evolution of the Credit Karma and Turbo Tax 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.

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