Overview:
Intuit's mission is to power prosperity around the world. Our Consumer Group, home to TurboTax and Credit Karma, serves tens of millions of people navigating some of the most consequential financial decisions of their lives: filing taxes, building credit, managing debt, and growing savings. We are transforming from a seasonal tax company into a year-round financial platform, and customer experience is at the center of that transformation. We are looking for a VP, Customer Success to lead that transformation. This is not a traditional customer success role. It is a growth mandate: building a proactive, AI-enabled CS engine that drives retention, grows lifetime value, and unlocks year-round revenue across TurboTax and Credit Karma. You will be directly accountable for measurable business outcomes — not just satisfaction scores, but revenue retention, engagement, and customer lifetime value. The heaviest weight of the mandate sits on transforming Credit Karma's customer experience, including Credit Karma Money, its growing consumer banking and daily financial management product. The right person for this role is a full-lifecycle leader who thinks beyond the service queue: someone who connects customer experience to business outcomes, influences product roadmaps without owning them, uses AI and data to personalize engagement at scale, and has the hunger and trajectory ambition to grow into a broader leadership role over time. You will report to the SVP of Customer Success and operate at the most senior levels of the Consumer Group. Credit Karma CX Transformation Credit Karma has historically underinvested in its customer success function. The result is friction-heavy support experiences, undertrained experts, and an operating model that does not yet reflect the quality of the product it serves. You will lead the strategy to change that: integrating Credit Karma into Intuit's customer success operating system, migrating off a legacy third-party CRM onto Intuit's homegrown platform, and rebuilding the talent and capability infrastructure to deliver world-class consumer service at scale. Year-Round Consumer Engagement TurboTax has historically been a seasonal product. Credit Karma Money — Intuit's consumer banking product offering checking accounts, high-yield savings, instant cash advances, and daily financial management — changes that. Customers who bank with us interact with their money every day. This creates a genuine opportunity to build an ongoing financial relationship with tens of millions of consumers, not a once-a-year tax filing transaction. You will own the strategy to activate CS capabilities as a growth flywheel: proactive outreach, personalized financial guidance, expert connections at moments of financial need, and engagement experiences that drive retention and lifetime value year-round. Candidates with consumer fintech, banking, or personal finance experience will have a meaningful advantage in this dimension of the role. TurboTax CX Excellence Most TurboTax customers file on their own, and the moments they reach out for help are the ones that matter most: a stuck return, a confusing notice, a question that needs to be answered correctly and fast. You will own the strategy to make those moments a source of confidence instead of frustration, backed by human expertise that resolves issues the first time. This work goes beyond the individual interaction. You will drive friction removal across the entire DIY experience end to end, using contact patterns and journey data to find where customers get stuck before they ever need to reach out, and you will push product teams to fix root causes rather than build more support capacity around them. What you learn from every contact and every friction point becomes signal that feeds the broader Consumer Group retention strategy.
Responsibilities:
Lead the end-to-end CX strategy for TurboTax and Credit Karma, translating customer insight into experience improvements, product requirements, and business outcomes across both platforms. Drive the transformation of Credit Karma's customer experience organization — from operating model and tooling to talent, training, and quality standards — to deliver measurable improvement in customer satisfaction, effort, and retention. Own the Credit Karma CRM migration strategy: define requirements, partner with engineering and platform teams on implementation, and ensure the transition delivers a materially better experience for customers and frontline teams alike. Build and scale year-round consumer engagement capabilities, using AI-assisted expert connections, proactive outreach, and personalized financial guidance to drive engagement, retention, and lifetime value beyond tax season. Establish and manage a leading-indicator health framework across both platforms: contact rate, resolution quality, NPS, CSAT, customer effort, and retention signals — with a bias toward predicting and preventing churn before it happens. Influence the product roadmap across TurboTax and Credit Karma by translating Voice of the Customer into specific, prioritized product requirements — ensuring the customer's experience shapes product decisions, not the other way around. Own the strategy, requirements, and outcomes for customer experience across TurboTax and Credit Karma — while partnering with the central CS delivery platform, Product, Engineering, Marketing, and Data Science to execute. This role is accountable for results that others help deliver. Candidates who need to own every function end-to-end will not thrive here; candidates who know how to drive accountability through influence will. Lead and develop a high-performing team of product and CX leaders, building the organizational capability and culture required to sustain transformation over time. Operate as a senior leader in the Consumer Group — contributing to business strategy, presenting to executive leadership, and shaping the future of customer experience as a competitive differentiator.
Qualifications:
We are looking for a leader who thinks of Customer Success as a revenue-generating function, not a cost center. Every answer to a candidate question about this role should connect back to retention, growth, and lifetime value. If that framing doesn't resonate, this is not the right role. Must Have 10+ years of senior leadership experience in customer experience, product management, or a combination of both, with demonstrated ownership of customer-facing outcomes at scale. Proven track record of transforming a consumer service organization — new operating model, new tooling, new talent standards, and measurably improved customer outcomes. Not optimization: transformation. Deep consumer product instincts: understands how consumers behave around high-stakes, emotionally loaded decisions — whether financial, health-related, or otherwise — and has designed service experiences that meet consumers at those moments. Experience driving revenue and retention through customer success — not just managing cost or satisfaction, but connecting CX outcomes to growth metrics including NRR, LTV, and engagement. Ability to influence product roadmaps and business strategy without direct ownership: comfortable defining requirements, building coalitions, and driving change in a matrixed organization where execution sits elsewhere. AI fluency: has applied AI or agentic tools to transform a customer service or engagement model — not just implemented automation, but rethought the operating model around AI-enabled human expertise. Executive presence and communication: can operate at the C-suite level, translate customer insights into business strategy, and galvanize an organization around a shared vision. Strong Plus Consumer financial services experience: has led CX strategy or product for a consumer banking, personal finance, fintech, insurance, or adjacent high-stakes consumer financial product. Zero-to-one function building: has built a CX or customer success capability from scratch, not just inherited and scaled an existing one. Platform migration experience: has led or been a key stakeholder in a large-scale CRM or service platform migration, with accountability for the customer and operational outcomes. Experience in a two-sided or marketplace business where both the supply side (experts, advisors) and demand side (consumers) must be managed to deliver the end experience.
What Success Looks Like:
In your first 90 days, you will have assessed the current state of customer experience across Credit Karma and TurboTax, built relationships with your key product, engineering, and Commercialization counterparts, and established a clear point of view on the highest-leverage opportunities to reduce friction and improve service quality across the ecosystem. In your first year, you will have advanced the Credit Karma CRM migration and made measurable improvements in Credit Karma's CX quality metrics, begun building the year-round engagement model that connects Credit Karma Money customers to the broader Intuit ecosystem, and driven measurable friction reduction and improved contact resolution for TurboTax's DIY customers. Over time, you will have built a CS organization recognized as a competitive differentiator for Intuit, one that retains customers, grows lifetime value, and shapes product strategy through the quality and depth of its customer understanding, across Credit Karma and TurboTax alike. You will be growing into broader leadership responsibility as a multifaceted executive who thinks equally about customer experience and business growth.
