Customer Retention & Segmentation Strategy Lead

Intuit Inc.; Mountain View (CA); On-site; USD 169,000 - 229,000; Full time

Job summary

Intuit seeks a strategic leader to own the Defector Mission for TurboTax, focusing on identifying at-risk customers and converting them into Assisted offerings. You will drive segmentation, modeling, and outbound execution with executive visibility.

You’ll partner across Data Science, Lifecycle/CRM, Marketing, Product, and Finance to align strategy, scoring, and execution toward a defined save-rate target and revenue impact.

Qualifications

• Background in strategy, growth marketing or customer lifecycle management.
• Comfortable operating at the intersection of data science and go-to-market execution.
• Strong program management skills with cross-functional alignment.

Responsibilities

• Own program management for the cross-functional Defector Mission Team, driving operating cadence and executive-level reporting.
• Define customer cohorts by defection driver and prioritize high-propensity segments for action.
• Build acquisition playbooks and lead scoring aligned to data modeling frameworks.
• Partner with Marketing to fuel the top of the funnel with right leads for segment strategy.
• Operationalize the defector propensity model and translate scores into outreach campaigns.
• Manage pre-booking and appointment pipeline strategy for TY26 and year-round engagement.
• Track and report against north-star metrics and communicate progress to senior leadership.

Skills

Strategy

Growth marketing

Customer lifecycle management

Job description

Intuit seeks a strategic leader to own the Defector Mission for TurboTax, focusing on identifying at-risk customers and converting them into Assisted offerings. You will drive segmentation, modeling, and outbound execution with executive visibility.

You’ll partner across Data Science, Lifecycle/CRM, Marketing, Product, and Finance to align strategy, scoring, and execution toward a defined save-rate target and revenue impact.