What are the responsibilities and job description for the Director, Customer Success - Services position at Intuit?
Overview
Position Description:
Intuit is a global platform company that is on a mission to power prosperity around the world for consumers, small businesses and the self-employed. Across our four leading brands – Turbo Tax, Credit Karma, QuickBooks, and Mailchimp – Intuit serves over 100M customers and is one of the few companies in the world to have both a thriving consumer and small business ecosystem.Leveraging big data insights, machine learning, and powerful automation, we help consumers, small business owners, and the self-employed achieve their dreams of prosperity.
Intuit’s Global Business Solutions (GBS) organization empowers small and mid-market businesses through an AI-driven platform that simplifies how they manage money, customers, and employees. Our expanding Workforce Solutions portfolio—including QuickBooks Payroll and recently acquired HCM capabilities—enables businesses to hire, pay, and support their teams with ease.
We are seeking a Director, Customer Success – Services to lead the strategy, design, and execution of all customer success programs for our Money and Workforce Solutions services. This highly visible, single-threaded leader will build and scale a modern Customer Success ecosystem that increases retention, deepens adoption, and unlocks growth across our high-value service offerings.
This role blends strategic vision with operational excellence. You will own the end-to-end Services customer journey—driving innovation, leveraging AI and human expertise, and ensuring our customers realize the full value of Intuit’s platform.
Responsibilities
Position Description:
Intuit is a global platform company that is on a mission to power prosperity around the world for consumers, small businesses and the self-employed. Across our four leading brands – Turbo Tax, Credit Karma, QuickBooks, and Mailchimp – Intuit serves over 100M customers and is one of the few companies in the world to have both a thriving consumer and small business ecosystem.Leveraging big data insights, machine learning, and powerful automation, we help consumers, small business owners, and the self-employed achieve their dreams of prosperity.
Intuit’s Global Business Solutions (GBS) organization empowers small and mid-market businesses through an AI-driven platform that simplifies how they manage money, customers, and employees. Our expanding Workforce Solutions portfolio—including QuickBooks Payroll and recently acquired HCM capabilities—enables businesses to hire, pay, and support their teams with ease.
We are seeking a Director, Customer Success – Services to lead the strategy, design, and execution of all customer success programs for our Money and Workforce Solutions services. This highly visible, single-threaded leader will build and scale a modern Customer Success ecosystem that increases retention, deepens adoption, and unlocks growth across our high-value service offerings.
This role blends strategic vision with operational excellence. You will own the end-to-end Services customer journey—driving innovation, leveraging AI and human expertise, and ensuring our customers realize the full value of Intuit’s platform.
Responsibilities
- Develop and lead an AI-driven Customer Experience (CX) strategy tailored to the needs of Money and Workforce Solutions customers, delivering seamless, frictionless, high-value experiences for small and mid-market businesses.
- Design end-to-end customer journeys and education programs that accelerate time to value, increase product adoption, and enhance long-term retention for Services customers.
- Identify and drive expansion and cross-sell opportunities by partnering closely with ecosystem growth and go-to-market teams.
- Own CX measurement and insights, defining metrics and frameworks that influence product, pricing, and service strategy.
- Collaborate with Product, Engineering, and UX to identify and resolve root causes of customer friction, improving overall customer experience.
- Build a scalable support excellence strategy that integrates proactive and reactive support models, leveraging both AI-powered assistance and expert human support.
- Monitor industry trends, including Customer Experience, Financial Technology, and Accounting, and bring forward thought leadership to advance innovation.
- BA/BS degree required; MBA strongly preferred.
- 10 years of experience in SaaS or enterprise customer-facing leadership roles within a B2B environment.
- Strong analytical and problem-solving skills with a track record of making data-backed decisions.
- Exceptional communication, interpersonal, and executive presentation skills.
- Demonstrated end-to-end thinking with experience across multiple disciplines.
- Business Leadership: Proven ability to build compelling business cases, align cross-functional teams, and deliver programs that support short-, mid-, and long-term growth objectives.
- Customer Service & Support Expertise: Experience leading or partnering closely with support operations, with a deep understanding of customer service best practices and operational rigor.