Lighthouse Principal Customer Event & Engagement Manager

Job Overview

We are seeking a highly organized, proactive, and strategically-minded Principal to play a vital role in scaling the Intuit Lighthouse program. This individual will be responsible for leading the strategy, planning, and execution of high-impact customer events to ensure seamless customer engagements. This role requires exceptional organizational and communication skills, and the ability to thrive in a highly matrixed, cross-functional team environment. You will contribute significantly to the program's overall success by demonstrating strong leadership potential and strategic thinking, aligned with program goals.

Responsibilities

• Lead the end-to-end planning, coordination, and execution of Lighthouse small to large scale events with customers and accounting firms, establishing and maintaining a standard process.
• Drive personalized customer journeys for events, structuring sessions towards thought-leadership and gathering actionable customer feedback.
• Develop and execute comprehensive customer event communication plans for events, including save-the-date messages, invitations, event websites, teasers, and post-event follow-ups.
• Lead event decision-making processes, including evaluating requests from the executive team or self-initiated within Lighthouse, determining budget needs, securing approvals, and owning financial project management.
• Strategically vet availability of key Intuit leaders and external factors for optimal event timing.
• Define event KPIs aligned with Lighthouse goals, determine desired attendee outcomes, and draft comprehensive agenda frameworks.
• Oversee customer selection and registration processes, including creating wish lists, managing attendee considerations, exploring registration platforms, and establishing contingency plans for attendee goals.
• Manage all event project management artifacts, including workback timelines of critical milestones, DACE (roles & responsibilities) documents, and risk management/contingency plans.
• Collaborate with legal teams to ensure compliance, reviewing MSAs, SOWs, and managing likeness/releases for content capture.
• Develop and execute comprehensive customer communication plans for events, including save-the-date messages, invitations, event websites, teasers (sizzle reels, confirmed speakers, agenda previews), agenda customization, "Know Before You Go" guides, and post-event follow-ups.
• Lead production pre-production efforts, including identifying event types (panels, fireside chat, peer-to-peer, breakouts), venue/room booking, establishing look & feel, coordinating fabrication, stagecraft, seating, and all food & beverage needs (catering, bar, coffee cart, off-site meals).
• Manage event programming, including session length, style, Q&A, interactivity, and comprehensive speaker preparation, including rehearsals and content validation. Explore "Whizbang" elements such as unconferences, AMA modules, product reveals, and interactive elements.
• Oversee content capture strategies for events, including production plans, testimonials, photography, and post-production utilization.
• Coordinate extensive internal outreach and scheduling with Executives, C-Suite, PD teams, Marketing, and the Lighthouse team to ensure seamless participation and alignment.
• Manage all on-site event operations, including attendee arrivals, check-in, badging, gifting, wayfinding, recharging stations, and special needs considerations.
• Conduct post-event retrospectives, collect feedback ("Gold Star" evaluation), translate achievements into highlight documents, and perform budget reconciliation.
• Proactively identify and resolve roadblocks before they become major issues, whether navigating product challenges, streamlining integrations, or advocating for customer needs internally.
• Act as a trusted consultant, providing expert guidance, best practices, and thought leadership to help clients achieve their goals, mastering Intuit's product ecosystem.
• Build genuine relationships with key client stakeholders, including executive-level contacts, to understand their priorities, pain points, and desired business outcomes.
• Bridge the gap between product and business value, clearly articulating how Intuit solutions can help customers overcome challenges and achieve tangible results.
• Manage a comprehensive data set of Lighthouse customers, tracking engagement activities, frequency, and overall health.
• Skillfully manage challenging stakeholder dynamics and navigate conflicts to reach positive outcomes.

Qualifications

• Bachelor's degree in Business Administration, Project Management, Communications, or a related field or equivalent work experience.
• 10+ years of progressive experience in customer event management, customer engagement, event management, or program management, preferably within a SaaS or B2B technology company
• Proven ability to strategically manage multiple complex projects simultaneously, prioritize effectively under pressure, and consistently meet deadlines.
• Strong analytical and problem-solving skills with a demonstrated ability to extract actionable insights from large datasets using advanced functions
• Exceptional written and verbal communication skills, with extensive experience communicating effectively with executive-level stakeholders and adapting communication style to diverse audiences.
• Proficiency in project management methodologies (Agile, Waterfall) and experience using project management software (e.g., Asana, Jira, Monday.com).
• Strong interpersonal skills and the ability to build and maintain strong, genuine relationships with internal and external stakeholders at all levels, demonstrating leadership and influence.
• Experience working within a customer-centric organization and a highly matrixed environment is highly desirable.
• Strong organizational skills and meticulous attention to detail, with a proven track record of ensuring nothing slips through the cracks when managing high volumes of interactions.
• Demonstrated expertise in strategic planning and customer segmentation, tailoring engagement based on specific needs.
• Experience with developing and managing customer advocacy programs or initiatives. Bonus Points
• Experience working with upper-mid-market clients.
• Familiarity with the accounting or financial software industry, or experience using QuickBooks/FinTech products.
• Experience with CRM systems (e.g., Salesforce, HubSpot) and leveraging them to manage customer relationships and track engagement.
• Demonstrated expertise in social media strategy and execution, including content creation and campaign management, related to B2B customer success.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will 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: 

Bay Area California $ 197,000- 266,500