What are the responsibilities and job description for the Staff Customer Experience Professional position at Intuit?
About the Business: Intuit Enterprise Suite (IES)
Intuit Enterprise Suite (IES) is our new, standalone mid-market offering designed for multi-entity, service-based organizations. It provides advanced product capabilities—such as consolidated reporting, multi-entity hub, and AI-powered FP&A—and a high-touch 'Go-To-Market' (GTM) experience.
Current Business Priorities: Our core focus is accelerating time to value, delivering service consistency at scale, establishing proactive servicing models, and unlocking growth through monetization of services (e.g., Live Training, Professional Services).
What We Are Solving For: We are transitioning from a SKU-attach model to IES as a standalone product. This requires solving for disjointed onboarding experiences, manual CSM processes, and complex multi-party communication models that currently cause customer friction.
Business Need for This hire: This Principal role provides the strategic oversight needed to quarterback the end-to-end customer journey, ensuring that every touchpoint—from automated digital interactions to human-assisted setup—is seamless and effortless.
The Role: Principal CX Pro
Location: Hybrid (3 days in-office). Approved sites: Atlanta, San Diego, and Mountain View.
Key Responsibilities: This individual will lead the CX strategy for IES, serving as the 'Quarterback' for the post-sales journey. Key tasks include defining standardized service playbooks, optimizing expert tools (IEP, SFDC), and driving feature adoption through proactive outreach strategies.
Visibility & Travel: This position requires a high degree of VP and SVP visibility and a commitment to 25% travel to our core hub locations.
Success in 6–12 Months: Success is defined by increased customer satisfaction (tNPS), improved IES feature adoption (e.g., FP&A and Dimensions), and driving revenue growth via CS recommendations and monetized service attachments.
Career Growth: While an Individual Contributor (IC) role initially, growth is targeted toward leadership transitions (M3 Group Manager, then Director of CX).
Responsibilities
The Candidate: Profile & Skills
Must-Have Skills: 1. Strategic CX Design: Experience building 'high-touch' service models for mid-market or enterprise clients.
2. Operational Excellence: Ability to standardize processes and playbooks across cross-functional teams (Sales, AM, PS).
3. Data-Driven AI Adoption: Proficiency in leveraging AI-powered tools (like Intuit Assist) to create personalized digital help experiences.
Target Profile: Candidates typically come from Tier 1 SaaS companies with experience in 'Scale' environments. Ideal titles include Principal CSM, Customer Success Strategist, or CX Transformation Lead.
Qualifications
5 years experience in Customer Success Leadership Role
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). 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: