Staff, Lighthouse Customer Engagement Manager at Intuit

Overview

About Lighthouse

Intuit's Lighthouse program is rooted in our deep commitment to customer obsession. We turn customers into raving fans by relentlessly removing friction, elevating their experiences, and delivering meaningful outcomes. We let customers show us the way by embedding their real-world insights directly into our product strategy, ensuring we prioritize what matters most and build with confidence. These passionate advocates become our Lighthouse brain trust, helping us co-create the future of our products through candid feedback, continuous collaboration, and early validation. Beyond shaping innovation, our Lighthouse customers amplify our story by sharing their success in marketing, joining us at events, and supporting sales efforts to help others discover the power of Intuit.

About the Role

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

You will serve as a primary point of contact for a portfolio of 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.

This role is based in Mountain View, CA. Some travel is required.

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.

Operator in a Matrixed Org

• Operate with agility in a fast-paced, evolving environment.
• Navigate and influence across a complex, cross-functional organization to deliver results.

Operations & Program Excellence

• Support and execute 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

• 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.
• 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 - Deeply committed to understanding customer needs and consistently exceeding expectations, especially at the executive level.
• Comfort in Ambiguity - You thrive in fast-moving environments, take initiative without waiting for direction, and are energized by building while scaling.
• Strategic & Commercial Acumen - 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 with internal stakeholders and customers.
• 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/San Francisco: $169,000 - $229,000.