Senior Staff Software Engineer - Customer Success

The Virtual Expert Platform (VEP) Customer Success Tech organization builds the platform and intelligence that powers how Intuit's Customer Success Managers, onboarding specialists / Implementation Consultants, and partner teams help customers succeed: getting set up with confidence, reaching the outcomes they bought Intuit products to achieve, and growing their businesses with us as a trusted partner. Our charter spans the full post-sale journey: onboarding new customers, driving product adoption and value realization, enabling our partner ecosystem, and growing and retaining the customer base.

Everything Customer Success and AI agents do to serve customers depends on this platform being fast, trustworthy, and connected.

We work in close partnership with Product, Design, Customer Success Operations, and CS leadership, and we build alongside the experts who use our tools every day.

We are seeking a Senior Staff Software Engineer to set the technical direction for our agentic AI customer success platform and integrations beneath it. This is a hands-on technical leadership role for an engineer who can architect multi-agent systems end to end, drive the hardest cross-team technical problems to resolution, and raise the engineering bar across the organization. You will be the technical anchor for how we move towards a cohesive, governed, autonomous customer success platform, one that anticipates customer health and churn risk, surfaces the next best action for every expert, and increasingly acts on the customer's behalf, and you will influence the strategy that senior product and business leaders use to make bets.

Responsibilities

- Architect customer-centric platforms that are scalable, secure, maintainable, and interoperable across a large ecosystem of systems, that feed CS Experts experiences.
- Stay deeply hands-on, contributing roughly 50 to 70 percent to development across all phases of the software lifecycle, with the remaining time spent on architecture, technical strategy, cross-team alignment, and raising engineering quality.
- Drive the most complex, ambiguous, cross-team technical problems to resolution, spanning the Onboarding, Value Realization, Partner, and Growth & Retention domains, and ensure end-to-end quality in both technology and customer experience.
- Define and evolve the technical standards, patterns, and reference architectures that other engineers and teams build on, and establish how we measure the impact, reliability, and safety of AI in production.
- Take AI integrations to production responsibly: design evaluation, observability, and guardrail frameworks, and assess impact on software performance, experts productivity, customer time-to-value, retention, and customer satisfaction using clear metrics.
- Partner directly with Experts and CS Operations to understand real workflows, validate solutions in the field, and close the loop from customer feedback to platform improvements.
- Influence and communicate effectively with senior product and business leadership, translating technical strategy and trade-offs for non-technical audiences and shaping the roadmap.
- Serve as a technical leader and force multiplier: coach and mentor Staff and senior engineers, grow the bench of AI-capable engineers, and lead through influence across the broader Sales, Partner, and CS Tech org.

- Stay current with the rapidly evolving AI and data landscape, evaluate and introduce emerging technologies, and proactively identify high-leverage opportunities to apply AI across the customer lifecycle.

Qualifications

- 12+ years of relevant experience building web, software, or data-intensive applications, with a track record of technical leadership at the Senior Staff level or above.
- Demonstrated experience architecting end-to-end ecosystems for analytical and customer-centric platforms at scale.
- Expert-level proficiency in at least one object-oriented language (Java/J2EE or C#), and the judgment to make sound design decisions across large, distributed systems.
- Hands-on experience designing and shipping AI/ML capabilities in production, ideally including LLM-based or agentic systems (multi-agent orchestration, retrieval-augmented generation, prompt and context engineering, agent memory, evaluation, and guardrails).
- Proven ability to influence technical direction across teams and to communicate complex trade-offs to senior product and business leaders.

- BS/MS in Computer Science or equivalent practical experience.

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:
San Diego $205,500 - $277,500