Principal Program Manager: Customer Success

Company Overview

Job Overview

Overview
Join Intuit as a Principal Program Manager on the Customer Success team. This is a high-impact role for a builder and craftsperson: someone who can take a vision, design the blueprint, assemble the right team, and lead them from zero to fully functioning, high-performing execution.

You will be responsible for shaping strategy, architecting programs from the ground up, and organizing teams around the work so they can deliver with precision and speed. You will bring structure where there is ambiguity, create alignment across functions, and operationalize our most strategic and transformational programs that serve our global customer base.

This role requires not just strategic thinking, but a deep commitment to craft: ensuring that every process, meeting cadence, and deliverable is designed for maximum clarity, momentum, and results. You will work directly with senior leadership and executives on a regular basis, managing up and down effectively, presenting program updates and recommendations that inspire confidence, and securing buy-in and trust quickly across all levels of the organization.

Responsibilities

Key Responsibilities

• Architect from the Ground Up: Design, structure, and launch multi-org programs from inception to execution, ensuring every piece of the work is owned, sequenced, and connected to our GBSG strategic objectives.

• Organize and Mobilize: Build the right team for the work, instill operational discipline, and establish clear roles, accountability, and workflows that keep everyone aligned and moving fast.
• Execute Flawlessly: Drive execution with precision, using metrics, principles, and risk mitigation strategies to ensure the work stays on track and delivers measurable business outcomes for our global customers.
• Strategic Storytelling and Influence: Tie GBSG business unit, portfolio, and program strategies together into a cohesive narrative. Use influence and data to drive alignment and buy-in at all levels.
• Partner with Senior Leadership: Engage regularly with executives to align on priorities, present progress and recommendations, and gain their trust and sponsorship quickly.
• Prioritize with Rigor: Identify the highest-impact initiatives, manage trade-offs, and escalate key decisions with clear recommendations and rationale.

• Communicate for Impact: Deliver crisp, relevant updates to diverse audiences: from front-line managers to senior executives, ensuring clarity on strategy, execution status, and next steps.

Resolve and Adapt: Anticipate challenges, navigate competing interests, and adjust course quickly while keeping teams motivated and focused.

Qualifications

Qualifications

• 
  10+ years of experience leading complex, cross-functional SaaS programs with a proven ability to build and scale new initiatives from scratch.

• Track record of starting in ambiguity and creating clarity: designing programs, teams, and processes that deliver high-quality outcomes fast.
• Strong operational craft: expertise in program design, governance models, decision frameworks, and execution tracking.
• Skilled at using data to facilitate tough conversations, align leaders, and communicate risks, outcomes, and recommendations with confidence.
• Demonstrated ability to manage up and down effectively: build trust, secure buy-in, and present regularly to senior leadership with impact.
• Demonstrated ability to operate at both the strategic level: long-term goals and portfolio shaping, and the tactical level: quarterly performance and operational improvement.
• Highly effective communicator across multiple formats and audiences, capable of driving alignment and action through compelling narratives.
• Strong relationship-builder who can influence without authority, manage conflict gracefully, and keep momentum in complex environments.

• Passion for customer success and delivering measurable impact for global businesses and experts.

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:

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