Lighthouse Customer Engagement Principal

Job Overview

We're seeking a driven and empathetic Customer Engagement Senior Manager to

join our growing team. You'll play a pivotal role in our top-tier engagement program,

forging lasting relationships with our most valued clients. Your mission? To deeply

understand their needs, champion their success, and ensure they unlock the full

potential of Intuit's ecosystem. This means proactively engaging, removing

roadblocks, and advocating for their best interests internally. If you thrive on building

strong connections, exceeding goals, and driving tangible impact for customers, this

is your opportunity to shine. You're not afraid to pick up the phone, you have a knack

for understanding customer needs, and you thrive on exceeding goals.

Responsibilities

• Customer Champion: Cultivate and manage relationships with key Lighthouse customers, acting as their primary point of contact and trusted advisor. Advocate for their needs with product and other cross functional teams to drive improvements and reduce friction. Define and execute on a comprehensive engagement strategy that aligns with overall business objectives
• Strategic Outreach: Collaborate with the analytics team to identify and target high-value prospects for the Lighthouse program. Develop and execute compelling outreach campaigns across various channels (email, phone, etc.) to engage potential customers
• Growth and Retention Strategist: Proactively unearth and capitalize on opportunities to expand existing customer relationships, diving deep to understand unmet needs and strategically leveraging the breadth of Intuit's product ecosystem to streamline their operations, fuel their growth, and ensure their long-term success as valued Intuit customers
• Cross-Functional Leadership: Partner closely with product, marketing, sales, and other key stakeholders to ensure seamless customer experiences, advocate for Lighthouse needs, and influence product roadmap development
• Data-Driven Advocate: Leverage data analytics to understand customer behavior, track engagement performance, and identify actionable insights to inform decision making and drive continuous improvement
• Action-Oriented and Organized: Track all touchpoints meticulously, ensuring accurate records of interactions, needs identified, and next steps. Stay on top of follow-ups, ensuring no opportunity slips through the cracks

Qualifications

• Customer Obsession: Deeply passionate about understanding and exceeding customer expectations with a proven ability to build and manage executive-level relationships
• Passion for People: You genuinely enjoy connecting with others, understanding their needs, and fostering relationships
• Strategic Acumen: Strong business acumen with a track record of identifying strategic opportunities, developing innovative solutions, and driving significant business impact
• Leadership and Influence: Proven ability to lead and influence cross-functional teams, aligning stakeholders around a common vision and driving results in a matrixed environment
• Communication and Presentation Skills: Exceptional communication and presentation skills, with the ability to articulate complex concepts clearly and persuasively to executive audiences
• Experience: 7+ years of experience in a senior customer-facing role (e.g.,Strategic Account Management, Customer Success, Sales Engineering), with a demonstrated track record of exceeding goals and driving growth/retention within a defined customer segment

Bonus Points:

• Experience with CRM systems (e.g., Salesforce, HubSpot)
• Expertise in SaaS or financial technology industries
• Knowledge of Intuit suite of products and ecosystem
• Familiarity with solution consulting