About this role
Join the Customer Success – Service Strategy organization within Intuits Small Business & Self-Employed Group (SBSEG). Were redefining how services drive customer and business growth across the QuickBooks ecosystem. Our team creates and scales experiences that blend AI innovation, human expertise, and digital enablement — helping small businesses succeed while unlocking new revenue streams for Intuit.
This is not a traditional Customer Success role. You'll operate at the intersection of product strategy, service innovation, and monetization — combining customer-centric product thinking, strong business acumen, and hands-on execution to design and scale differentiated service experiences.
You'll shape how AI-powered capabilities and human expertise come together to solve customer problems, reduce effort, and unlock new growth opportunities. Partnering across Product, Marketing, Finance, Engineering, and Expert Delivery, you'll identify opportunities, define innovative solutions, validate them through experimentation, and turn successful concepts into scalable customer experiences that deliver measurable business outcomes.
Responsibilities
Service Strategy & Innovation
- Define and lead the strategy for new service offerings that deliver differentiated customer value while driving engagement, retention, and monetization.
- Shape AI-enabled and expert-assisted service experiences, identifying opportunities to combine digital capabilities and human expertise to simplify complex customer workflows and deliver done-for-you outcomes.
- Own the end-to-end strategy and experience design for emerging services, including customer discovery, service entry points, digital-to-human handoffs, and adoption journeys.
Experimentation & Monetization
- Partner with Product, Marketing, Analytics, and Expert Delivery to design and execute experiments that validate customer value propositions, service experiences, pricing, adoption, and business impact.
- Build business and financial models to quantify market opportunities, incremental revenue potential, unit economics, and cost-to-serve.
- Develop frameworks for service monetization, including value differentiation, pricing and packaging recommendations, and opportunities to improve service attachment and conversion.
- Translate customer insights, experimental results, and business performance data into actionable recommendations and investment priorities.
Cross-Functional Leadership & Execution
- Drive service innovation from concept through experimentation, pilot, launch, and scale — translating strategic opportunities into actionable product requirements, success metrics, and execution plans.
- Partner across Product, Engineering, Design, Marketing, Finance, and Expert Delivery to align priorities, resolve trade-offs, and bring differentiated service experiences to market.
- Develop scalable service playbooks, operating models, and launch strategies to support sustainable execution and growth.
- Serve as the strategic bridge between Product and Customer Success, ensuring service experiences deliver exceptional customer outcomes and measurable business value.
- Influence senior leaders through compelling, data-backed recommendations, while maintaining the ability to dive into operational and product details to drive execution.
Qualifications
Required Qualifications
- 7+ years of experience in Product Management, Product Strategy, Growth Strategy, or Strategy & Operations roles within SaaS, technology, marketplace, or service-driven organizations.
- Proven experience defining, launching, and scaling new products, services, or customer experiences that deliver measurable customer and business outcomes.
- Strong customer-centric product thinking, with the ability to translate unmet customer needs into differentiated experiences, business opportunities, and actionable product requirements.
- Strong commercial and analytical acumen, including opportunity sizing, business case development, unit economics, and ROI analysis.
- Demonstrated experience using customer research, experimentation, and data analytics to inform strategic decisions and drive measurable results.
- Proven ability to operate in ambiguous environments, balancing strategic thinking with hands-on execution to move initiatives from concept to measurable impact.
- Exceptional communication and influencing skills, with the ability to synthesize complex business and product challenges into clear, actionable recommendations for senior leaders.
- Demonstrated ability to lead cross-functional initiatives and influence stakeholders across Product, Engineering, Marketing, Finance, and Operations.
- BA/BS degree or equivalent practical experience.
Preferred Qualifications
- Experience designing or scaling AI-enabled, expert-assisted, or digitally delivered customer services.
- Experience in service monetization, pricing and packaging, growth strategy, or new business model development.
- Background in fintech, SMB SaaS, accounting technology, or complex service ecosystems.
- Experience in management consulting, high-growth startups, or internal corporate strategy teams, particularly with demonstrated ownership of implementation and business outcomes.
- MBA or equivalent strategic leadership 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:
Mountain View $188,500 - $255,000