Principal, Lighthouse Customer Engagement

Principal, Lighthouse Customer Engagement

Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

About Lighthouse

Intuit’s Lighthouse program reflects our commitment to deeply understanding and serving our customers. We partner closely with a select group of customers to gain valuable insights that help us improve our products and deliver better experiences. Through ongoing collaboration, these customers play an important role in shaping innovation and ensuring we continue to solve real-world challenges. Many also choose to share their experiences with Intuit, helping highlight the impact of our solutions across the broader community.

About the Role

We are seeking a highly strategic, operationally rigorous, and customer-obsessed leader to serve as Lighthouse Customer Engagement Principal. This role serves as a key strategic partner to Lighthouse leadership, helping ensure operational excellence, program continuity, and sustained impact as the program scales.

You will serve as a trusted advisor to select Lighthouse customers while strengthening the operational backbone of the program. You will bring structure to ambiguity, elevate executive communications, drive process discipline, and ensure flawless execution across customer engagements.

This is a high-impact role for someone who combines operational excellence with executive presence, thrives in complexity, sweats the details, and is relentless in finding a way forward for customers and the business.

Responsibilities

What You’ll Do

Customer Champion & Trusted Advisor

• Own and deepen relationships with key Lighthouse customers, serving as their primary point of contact.
• Advocate internally to reduce friction, remove roadblocks, and influence product and experience improvements.
• Develop and execute engagement strategies aligned to customer outcomes and business priorities.

Startup Operator in a Matrixed Org

• Operate with agility in a fast-paced, evolving environment.
• Step beyond defined responsibilities to support broader customer-focused initiatives and strategic projects.
• Navigate and influence across a complex, cross-functional organization to deliver results.

Operations & Program Excellence

• Build and scale the operational infrastructure, processes, and engagement playbooks needed to support Lighthouse program growth with rigor and consistency.
• Drive disciplined execution across customer engagements by ensuring clear next steps, stakeholder alignment, and follow-through on commitments.
• Identify operational friction across teams and proactively remove barriers to deliver a seamless, high-touch customer experience.

Growth & Retention Strategist

• Identify expansion opportunities by uncovering unmet customer needs.
• Strategically connect customers to the breadth of the Intuit ecosystem to streamline operations and fuel growth.
• Drive retention through proactive engagement and value realization.

Strategic Outreach & Program Growth

• Partner with analytics to identify high-value prospects.
• Design and execute thoughtful, multi-channel outreach strategies to grow Lighthouse participation.

Cross-Functional Leadership

• Collaborate closely with Product, Marketing, Sales, Analytics, and other stakeholders.
• Influence roadmap discussions and advocate for Lighthouse priorities.
• Align teams around shared customer outcomes.

Qualifications

What You Bring

Customer Obsession You are deeply committed to understanding customer needs and consistently exceeding expectations, especially at the executive level.

Comfort in Ambiguity & Startup Energy You thrive in fast-moving environments, take initiative without waiting for direction, and are energized by building while scaling.

Strategic & Commercial Acumen You have strong business instincts and a track record of driving measurable growth, retention, and customer impact.

Influence in a Matrixed Environment You know how to lead without authority, align diverse stakeholders, and move complex initiatives forward.

Executive Communication Skills You communicate clearly and persuasively, translating complex ideas into compelling narratives for senior audiences.

Industry Expertise Experience in SaaS and financial technology (fintech) environments, with a strong understanding of subscription models, product-led growth, customer lifecycle management, and the regulatory and compliance considerations unique to fintech.

Experience

• 7+ years in a senior customer-facing role (Operations, Customer Experience, Sales Engineering, or similar).
• Proven success driving growth, retention, and strategic customer outcomes.
• Bachelor’s degree in Business, Marketing, Finance, or a related field, or equivalent experience.

Nice to Have

• Experience with CRM systems (e.g., Salesforce, HubSpot)
• Familiarity with Intuit’s ecosystem
• Solution consulting 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, CA - $197,000 - $266,500

San Diego, CA - $183,000 - $247,500